WX Siteadmin WBS27 SP10 PDF

Site Administration
User’s Guide
Copyright
©1997-2008. WebEx Communications, Inc. All Rights Reserved. WEBEX and the WEBEX LOGO are
trademarks or registered trademarks of WebEx Communications, Inc. in the United States and other
countries. Other product or brand names are trademarks or registered trademarks of their respective
owners.
U.S. Government End User Purchasers. The Documentation and related Services qualify as "commercial
items," as that term is defined at Federal Acquisition Regulation ("FAR") (48 C.F.R.) 2.101. Consistent
with FAR 12.212 and DoD FAR Supp. 227.7202-1 through 227.7202-4, and notwithstanding any other
FAR or other contractual clause to the contrary in any agreement into which the Agreement may be
incorporated, Customer may provide to Government end user or, if the Agreement is direct, Government
end user will acquire, the Services and Documentation with only those rights set forth in the Agreement.
Use of either the Services or Documentation or both constitutes agreement by the Government that the
Services and Documentation are commercial items and constitutes acceptance of the rights and
restrictions herein.
Document version: 7/22/09

Contents
Chapter 1 Configuring Your Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Changing what users see . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Specifying a default service and page for your site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Changing the default page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Specifying a default time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Specifying the number of items in lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Setting the default meeting scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Changing the meeting information window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Changing the WebEx navigation links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Managing scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Changing the session end (landing) pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Hiding WebEx promotional content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Customizing the Event Center enrollment form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Changing what users can do . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Setting default teleconference options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Allowing users to add session information to calendars . . . . . . . . . . . . . . . . . . . . . . . 16
Allowing users to request additional services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Allowing users to download the productivity tools . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Allowing users to download WebEx Connect or AIM Pro . . . . . . . . . . . . . . . . . . . . . . 18
Allowing users use text messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Allowing users to use Cisco IP phone integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
iii
Allowing users to choose an alternate host . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Allowing users to schedule meetings for other users . . . . . . . . . . . . . . . . . . . . . . . . . 19
Allowing users to personalize their Personal Meeting Rooms . . . . . . . . . . . . . . . . . 20
Changing site management options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Receiving a warning when site storage capacity is exceeded . . . . . . . . . . . . . . . . . 20
Transferring event host responsibilities to another person. . . . . . . . . . . . . . . . . . . . 21
Configuring Site Settings for Productivity Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Productivity Tool Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Chapter 2 Managing Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
About user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Allowing users to request accounts from the site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Processing signup requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Adding new user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Selecting Queues for WebACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Edit User List Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
About editing user accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Editing single user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Adding a single contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Activating and deactivating user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Setting user account privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Setting privileges for individual accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Setting privileges for all user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Processing password requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Processing service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
iv
Sending email messages to all users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
About using tracking codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Specifying tracking codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Chapter 3 Importing and Exporting Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Batch Import/Export Users Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Importing accounts for Cisco Unified MeetingPlace users . . . . . . . . . . . . . . . . . . . . . . 47
Adding multiple user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Editing multiple user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Adding contacts to the company address book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Importing contacts from Microsoft Outlook or Exchange. . . . . . . . . . . . . . . . . . . . . . 50
Importing contacts from a CSV file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Editing contact information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Deleting contact information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Using distribution lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Importing tracking code values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Chapter 4 Managing Event Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Updating Event Center Site Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Managing Event Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
About managing Event Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . 59
Showing or hiding Event Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . 59
Setting the default Event Center scheduling template . . . . . . . . . . . . . . . . . . . . . . . . 60
Deleting Event Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Reassigning an Event to a different host . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Customizing the Event Center registration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
v
Chapter 5 Configuring Meeting Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Changing the end of meeting page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70
About Using Meeting Center on iPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Enabling iPhone integration with Meeting Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Managing Meeting Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
About managing Meeting Center scheduling templates. . . . . . . . . . . . . . . . . . . . . . 74
Showing or hiding Meeting Center scheduling template . . . . . . . . . . . . . . . . . . . . . 74
Setting the default Meeting Center scheduling template . . . . . . . . . . . . . . . . . . . . . 75
Deleting Meeting Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Maximum Video Bandwidth option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Chapter 6 Setting Sales Center Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Adding information about subject matter experts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Adding or editing product definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Allowing sales team members to set up sales portals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Allowing sales managers to monitor meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
Allowing sales team members to join meetings without logging in . . . . . . . . . . . . . . . .80
Customizing in-bound meeting branding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Chapter 7 Setting Remote Support Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Setting Remote Support download options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Allowing customers to choose agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Managing support session forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Customizing items on the pre and post-session forms . . . . . . . . . . . . . . . . . . . . . . . . 85
Embedding the pre-session form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Customizing the Remote Support session window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
vi
Specifying options for sharing CSR applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Automatically recording CSR sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Automatically ending inactive sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Customizing instructions for support representatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Chapter 8 Setting Training Center Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Setting up Training Center eCommerce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Entering your online payment provider information . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Switching between test and production modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Adding and deleting discount coupons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Extending discount coupon dates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Entering your company information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Customizing the Credit Card page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Setting the Training Center email options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Customizing your email templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Chapter 9 Managing Email Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Customizing email templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Restoring the default email template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Chapter 10 Managing Site Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Setting security options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Specifying SSO Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Viewing Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Specifying strong password criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Enabling digital certificates (PKI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Managing the root certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
vii
Assigning a certificate to a session type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Chapter 11 Managing Session Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
About session types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Creating custom session types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Creating a Cisco Unified Videoconferencing (CUVC) Session Type . . . . . . . . . . . . . . . 124
Enabling a session type for a host account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Changing a custom session type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Activating or deactivating a custom session type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Chapter 12 Setting Remote Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
About Remote Access options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Setting up computers for Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Setting up the Remote Access Agent for your proxy server . . . . . . . . . . . . . . . . . . 131
Setting default installation options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Sending the Remote Access installer link to users . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Downloading the Remote Access Agent installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Using a silent installer to install Remote Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Specifying Remote Access security options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Changing access code or phone authentication options for Remote Access groups
138
Changing access code or phone authentication options for Remote Access

computers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Changing a remote computer description or alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Managing groups of Remote Access computers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Creating Remote Access groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Assigning Remote Access groups and computers to support representatives 142
viii
Changing the group name or description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Rearranging computers or groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Deleting a computer or group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Monitoring Remote Access sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Specifying Remote Access default view and colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Chapter 13 Setting Access Anywhere Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Requiring approval to set up Access Anywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Processing Access Anywhere requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Viewing a list of remote Access Anywhere computers . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Ending a user's Access Anywhere session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Removing a remote computer from a user's account . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Chapter 14 Managing WebACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Managing WebACD queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Creating a new queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Adding new fields to the entry form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Rearranging fields on the entry form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Using Routing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Setting up rules for routing requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Using Allocation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Setting up rules for allocating requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
About the personal queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Editing the personal queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Managing leave message forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Adding new fields to the leave message form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
ix
Rearranging fields on the leave message form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Assigning a leave message form to a queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Chapter 15 Viewing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Viewing usage reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Viewing recording storage usage report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Viewing storage utilization by user reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Viewing Access Anywhere reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Viewing Sales Center reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Session Query Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
CSR activity report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Call Volume report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
URL Referrals report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Allocation Queue report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Training Center Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Using Event Center Report Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Opening Report Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Creating an Event Center report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Opening a saved Event Center report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Saving Event Center reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Downloading Event Center reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Editing Report Builder reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Deleting Event Center reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Chapter 16 CSV File Format Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
CSV File Format for User Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
x
CSV File Format for Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
CSV File Format for Tracking Code Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Time Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
xi
xii
1
Configuring Your Site
If you want to... See...
get an overview of specifying settings for your Changing what users see on page 2
WebEx service site
change the navigation links for your WebEx Changing the WebEx navigation links on
service site page 8
change user options for your WebEx service Changing what users can do on page 15
site
manage your site settings Changing site management options on
page 20
Note To manage security options such as passwords and user access, see Managing
Site Security on page 111.
1
Chapter 1: Configuring Your Site
Changing what users see

You can configure the settings on your site to reflect what you think will be of value
to your users, whether it is a branding, personal, or functional issue.
Specifying a default service and page for your site

For Enterprise sites only
You can specify the service (e.g., Meeting Center, Event Center, etc.) and the page
that first appears when a user accesses your site.
To specify a default service and page for your site:

1 On the left navigation bar, under Manage Site, click Site Settings.
2 Scroll down to the Site Options section,
3 To specify a default service, select a service from the Display this service to all
users by default drop-down list.
4 To specify a default page, select a page from the Default page for drop-down list.
5 Click Update to save your changes.
Note You can also change the order that the services that appear on the navigation
bar. For details, see Changing the top navigation links on page 8.
Changing the default page

For Meeting Center, Event Center, Sales Center, and Training Center only
You can specify the page that appears when users log in. Users can override your
settings and select a different default page in their My WebEx profiles.
To specify a default page:
2
2 At Site Settings for, select the service whose default page you want to change.
3 In the Default Options section, select one of the following:
Event Center default page options

List of Events Displays a list of scheduled events.
Event Recordings Displays a list of event recordings.
Search Displays page where users can search for events.
Schedule an Event Displays the event scheduler page.
Site Events Displays all event that have been scheduled on your
site.
Sales Center default page options
Browse Meetings - Daily View Displays a list of scheduled sales meetings, sorted by
date.
Browse Meetings - Today View Displays a list of the day’s scheduled sales meetings.
Browse Meetings - Weekly View Displays a list of the current week’s scheduled sales
meetings.
Browse Meetings - Monthly View Displays a list of the current month’s scheduled sales
meetings.
Join an Unlisted Meeting Displays a page where meeting attendees can join
unlisted meetings.
Meeting Center default page options
Browse Meetings - Daily View Displays a list of scheduled sales meetings, sorted by
date.
Browse Meetings - Today View Displays a list of the day’s scheduled sales meetings.
Browse Meetings - Weekly View Displays a list of the current week’s scheduled sales
meetings.
Browse Meetings - Monthly View Displays a list of the current month’s scheduled sales
meetings.
Join an Unlisted Meeting Displays a page where meeting attendees can join
unlisted meetings.
My Scheduled Meetings Displays a list that shows only meetings that the user
scheduled.
Start and Instant meeting Displays a page where users can start One-Click
meetings.
Training Center default page options
Browse Meetings - Today View Displays a list of the day’s scheduled training sessions.
Browse Meetings - Upcoming Displays a list of all upcoming training sessions.

View
Browse Meetings - Daily View Displays a list of scheduled training sessions, sorted by
date.
Browse Meetings - Weekly View Displays a list of the current week’s scheduled training
sessions.
3
Browse Meetings - Monthly View Displays a list of the current month’s scheduled training
sessions.
Recorded Sessions Displays a page with a list of uploaded training sessions.
Join an Unlisted Session Displays a page where meeting attendees can join
unlisted training sessions.
Start an Instant Session Displays a page where a host can start an instant
training session.
4 Click Update.
Specifying a default time zone

You can set a default time zone for your WebEx service site so that all times,
including the starting and ending times for meetings, are displayed in the time zone
you select. You change the time zone for individual users by editing their accounts
(see Editing single user accounts on page 36), and users can override this setting by
selecting their own time zone when they request accounts or on the My Profile page
in My WebEx.
To specify a default time zone for your WebEx service:
2 In the Site Options section, select a time zone from the Time Zone drop-down
list.
3 To display the GMT offset for timezones in emails and web pages, select the
Display the GMT offset for timezones in emails and web pages check box.
4 Click Update.
Specifying the number of items in lists

You can specify the number of items that appear on each page of the various lists.
For example, you can specify the number of items that appear on each page of the
Meeting Calendar or user address books.
To specify the number of items that appear in lists on your Web site:
2 Under the Site Options section, specify a number of items in the Number of
listings per page box.
3 Click Update.
Setting the default meeting scheduler

For Meeting Center and Sales Center sites only
WebEx provides two meeting schedulers:
■ The Quick Scheduler, a one-page scheduler with basic options, or
4
■ The Advanced Scheduler that offers more comprehensive options.
The Quick Scheduler

(it provides a link to the
Advanced scheduler)
The Advanced
Scheduler
Note Setting a default meeting scheduler does not prevent hosts from using
Outlook or Lotus Notes from scheduling meetings from those applications.
To specify a default meeting scheduler:

2 In the Account Management Settings section, select Quick Scheduler is default

or Advanced Scheduler is default.
3 Click Update.
Changing the meeting information window

For Meeting Center and Sales Center only
You can change the meeting information window that appears during WebEx
meetings. During the meeting, the window display general information about the
meeting such as the topic, the host name, and teleconferencing information.
5
To create a new template, you can use Microsoft PowerPoint to edit the default
template. You can add additional information and graphics or change the color
scheme. Hosts can select your new page design (also called a template) when
scheduling a meeting.
To create a meeting information template:
2 Scroll down to the Site Options section, under Info Tab specific, click Create
Template.
3 Click Open to open the file in PowerPoint.
4 Change the template as needed and save it.
Important Do not modify or remove existing meeting information or agenda in

the default template.
5 Once you finish editing, in Site Administration click Add Template.
6 On the Select File page that appears, browse to the template that you created and
click Open.
6
7 Click Upload to add the new template to your templates list on the Site Settings
for Common page. All templates listed are added to the host’s Info Tab list box
in the Scheduler.
8 Set the order in which the host sees the templates by moving them up or down
using the Move Up and Move Down buttons. Delete templates using the Delete
button.
7
Changing the WebEx navigation links

You can change the order in which the buttons appear on the navigation bar that
appears at the top of your WebEx Enterprise Edition site. For example, if your site
provides Meeting Center and Training Center, you can change the order of the
Meeting Center and Training Center buttons in the navigation bar.
■ Changing the top navigation links on page 8
■ Customizing the left navigation links on page 8
Changing the top navigation links

For Enterprise Edition sites only
To customize the top navigation bar:
2 Scroll down to the Top Navigation Bar Configuration section.
See a list of all buttons that can appear on the navigation bar for your Enterprise
site. The first button in the list appears in the far left position on the navigation
bar. If a service is not available on your site, it appears in parentheses ().
3 If you want to include services that are not enabled for the site in the list, check
the Display services that are not enabled for this site box.
Note Site Administration button option is only visible to hosts with Site
Administration privileges.
4 Select a service and then click the Move Up or Move Down buttons to change the
order the buttons appear on the navigation bar.
5 If you want to display the WebEx Community button, check the Display
Community button on navigation bar box.
Customizing the left navigation links

You can change or add up to three links to the left navigation bar to link to any Web
page or document. You can also add images to the left navigation bar.
To add links to left navigation bar:
2 Do one of the following:
■ Scroll down to the Left Navigation Bar Customization for My WebEx

section.
8
■ Scroll down to the Left Navigation Bar Customization for All Services
section.
3 Follow these steps in the section that corresponds to the type of link (custom,
partner, or support/training) you are adding:
■ Enter a name for the link at Name of menu item.
■ Enter the URL you want to display when users click the link.
Note You do not need to type “http://” in the URL.
■ At Target window, indicate where you want the Web page or document to
display:
New Window To display the page in a new browser window.

Main To display the page in the main frame of a web page that uses
frames.
Parent To display the page in the parent frame of a web page that
uses frames.
Top To display the page in the top frame of a web page that uses
frames.
■ If you are creating a custom link in My WebEx and want to display an image
(up to 25 x 25 pixels) that users can click, instead of a link, click Browse and
select an image file from your computer.
■ If you are creating a custom link in My WebEx for all services and want to add
the links to a new group, enter the group name at Group label for custom
links.
9
Managing scheduling templates

Hosts who often schedule WebEx sessions with the same information (such as
tracking code, attendees, etc.) can use scheduling templates to save those settings to
quickly set up future sessions. WebEx provides standard scheduling templates that
are available to all hosts, but hosts can create personal templates as well.
As site administrator, you can:
■ Show, hide, or delete any standard template
■ Make any standard template the default template
Changing the default scheduling template

Use this procedure to set the default scheduling template.
To change the default scheduling template:
1 Under Manage Site, click Site Settings.
2 At Site Settings for, select the service whose template you want to change.
3 Scroll down to Standard Scheduling Templates.
4 In the Set as Default column, select the template that you want to make the
default template.
5 Click Update Site Settings.
Showing or hiding scheduling templates

Use this procedure to show or hide any standard template on the list of available
templates in the meeting scheduler; this does not effect the personal templates that
users create.
To show or hide scheduling templates:
10
4 Check or uncheck Make Visible next to the appropriate template.
Deleting scheduling templates

Use this procedure to delete standard scheduling templates.
Note You cannot delete the default template.
To delete scheduling templates:

4 Select the check box to the left side of the template that you want to delete.
5 Click Delete Template(s).
Changing the session end (landing) pages

For Meeting Center and Sales Center only
You can change the page that displays when a WebEx session ends. WebEx displays
one page for hosts and another page to attendees; you can use this procedure to
change both pages.
To change landing pages:
2 At Site Settings for, select the service whose page you want to change.
3 For each type of page you want to use a customized page, do the following:
a In the Site Options section, click Use customized page.
b At URL, enter the URL of the page that you want to display when sessions
end.
4 For each type of page you want to use the standard WebEx page, select Use
WebEx branded default page.
5 Scroll to the page bottom and click Update Site Settings.
Hiding WebEx promotional content

For Meeting Center, Event Center, Sales Center, Training Center, and Remote Support
only
11
Certain pages, such as the standard WebEx end-of-session (landing) pages, the join
pages, and invitation email messages, contain messages that introduce WebEx
features. You can use this procedure to remove this promotional content from
those pages.
To hide WebEx promotional content:
2 At Site Settings for, select the service whose page you want to change.
3 In the Site Options section, clear the Show promotional content check box for
each item where you want to hide promotional content.
4 (Event Center and Sales Center only) To change the Event Center promotional
page, scroll down to the Promotion section and enter a new page URL at
Promotion page url.
5 Click Update.
Customizing the Event Center enrollment form

You can customize the enrollment form that WebEx send to event enrollees. Event
hosts can further change the default enrollment form when they schedule an event.
The default enrollment form
To customize the default Enrollment form:

1 On the left navigation bar, under Manage Site, click Site Settings
2 At Site Settings for, select Event Center.
3 Click the Required Fields link.
12
4 Under Standard Options, select the information you want to require that users
provide on the form.
5 To add new entries to the form, in the My Custom Options section, select the
type of item you want to add.
To add this.... Do this....

Text Boxes a Click Text Box.
A text box that users can use to enter b At Text box label, enter the text you want to
an answer (up to 256 characters) appear next to the box.
c At Type, indicate if you want the text to appear
in a single or multiple lines.
d At Width enter the number of characters.
e Click Save.
Check Boxes a Click Check Boxes.
Check boxes that users can use to b (Optional) At Group label..., enter the text you
select one or more answers want to appear before a group of check boxes.
c To add more than 9 check boxes, at Add select
the total number of check boxes you want to
create.
d Next to Check box... enter a name for the
check box.
e To display the check boxes as selected, select
Selected from the drop-down list.
f Repeat Steps d and e for each check box you
want to add to the form.
g Click Save.
Option Buttons a Click Option Buttons.
Option buttons that users can use to b (Optional) At Group label..., enter the text you
select a single answer want to appear before a group of buttons.
c To add more than 9 option buttons, at Add
select the total number of buttons you want to
create.
d Next to Choice... enter a name for the option
button.
e At Default choice, select the choice that is
selected by default.
f Click Save.
13
To add this.... Do this....

Drop-down lists a Click Drop-Down List.
A drop-down list from which users can b At Label..., enter the text you want to appear
use to select a single answer before a group of buttons.
c To add more than 9 list items, at Add select the
total number of items you want to create.
d Next to Choice... enter a name for the option
button.
e At Default choice, select the choice that is
selected by default.
f Click Save.
Questions a Click Saved Questions.
A question that you saved from an b Select the question you want to use.
existing enrollment form
c Click Add.
6 To change the order of the custom options, click the up and down arrows under
Change Order.
7 Click Save.
14
Changing what users can do

You can set various options to change the default behavior of your WebEx service
site.
Setting default teleconference options

(Meeting Center, Event Center, Default Meeting Center scheduler options
Training Center, and Sales
Center only)
You can specify the default
audio options from those that
are available on your site.
These options will then appear
as the default selection on the
WebEx scheduling pages, the
Microsoft Outlook scheduler,
and the One-Click setup Default One-Click scheduling options
wizard.
You can also specify that users

can automatically join
call-back teleconferences
without having to press “1” on
their phone keypads. This
option is useful if participants
reside in some European
countries where the phone
system cannot send keypad
tones.
If you use the WebEx Audio option, you can have WebEx play a sound when
participants joins and leave teleconference.
To specify default teleconferencing options:
2 To have WebEx play a sound as participants join and leave sessions, at

Telephony entry and exit tone select one of the following options:
Beep WebEx sounds a simple tone.

Announce name WebEx asks participants to state their name as they join the
meeting and then announces the participant’s name.
3 To allow users to join call-back teleconferences without pressing “1”, scroll

down to Default Options, then select On next to Join teleconference without
pressing “1”.
15
4 In the Default site audio options section, select any of the following default
options:
Note Your selections only determine the default settings—users can select other
options as they schedule sessions. Please also note that not all of the options
listed below will be available on your site.
Integrated VoIP Select this to use voice over IP (VoIP) where the session audio
is sent over the Internet instead of using the phone.
None Select this to exclude audio conferencing from your site.
WebEx Select this to use the phone for the session audio. Select any of
teleconferencing the following options:
■ Toll or Toll free—To allow participants call in, select one of
these options to provide a toll or toll-free call-in number.
■ Allow access to teleconference via global call-in
numbers—Select this to provide a local phone number for
attendees in other countries to use when calling into WebEx
sessions. The local numbers that are available depend on
how your WebEx site is configured.
■ Select teleconferencing location—Select the location
where participant calls are connected to the teleconference.
■ Call-in teleconferencing—Select this to have users call in
to join sessions.
■ Call-back teleconferencing—Select this to have WebEx
call users as they join sessions.
Other teleconference If you have set up another teleconference service to use with
service WebEx sessions, you can select that option.
5 Scroll to the page bottom and click Update to save your changes.
Allowing users to add session information to calendars

For Meeting Center, Sales Center, Training Center, and Event Center only
Use this procedure to enable iCalendar functionality on your site. iCalendar is a
standard calendaring format that makes it possible to send calendar information to
another person so that they can automatically entered the information into their
schedule.
With this feature enabled, users can click an Add to My Calendar button in the
WebEx session information page to automatically add or remove session
information in their calendars. The iCalendar file can also be sent in an email
messages and then opened to add the session information to a calendar.
To allow users to add meeting information to their calendars:
16
2 Scroll to the bottom of the Site Options section.
3 Select the iCalendar check box to show the Add to My Calendar button in the
WebEx session information page.
Allowing users to request additional services

If you have not enabled all WebEx services on your Enterprise Edition site, you can
allow users to request additional services and privileges from the site. With this
option enabled:
■ A user can see and click the tab for a service for which they do not yet have host
privileges.
■ WebEx displays a sign up page.
■ The request is then placed in a queue so that you can approve or deny the
request.
To specify service request options:
2 Scroll down to Service Request Settings, and click Allow users to request
additional services.
3 If you want to have all requests automatically approved, click Automatically
approve all service requests.
4 To have requests placed in a queue for approval, click Site admin will manually
approve service requests... and then choose from the following options:
Approve requests from Use this option to automatically accept requests from a domain.
these email domains Enter the URL here in this format:
webex.com
You can use an asterisk to indicate that any characters can be
substituted for a portion of the domain name:
*.webex.net
To specify multiple domains, separate each domain with
commas (but no spaces).
webex.com,*.webex.net,webex.org
Reject requests not Use this option to automatically reject requests that do not
from these email originate from a certain domain. Enter the domain from which
domains you accept requests in this format:
webex.com
*.webex.net
17
All site administrators Select this option to have all requests that are automatically
rejected sent to all site administrators for consideration.
Selected site Select this option to have all requests that are automatically
administrators rejected sent to a specific site administrators for consideration.
Then enter the email address of that site administrator in the
box.
Allowing users to download the productivity tools

You can display the Productivity Tools page when hosts log in to your WebEx site.
This page informs the hosts about add-on tools, such as the WebEx integrations
with Microsoft Office, Outlook and Lotus Notes, One-Click, and Instant Messenger
Integration. The tools that appear on this page depend on the options that are
enabled for your WebEx site. Contact your WebEx representative for information
on disabled controls.
To display productivity tools page:

2 You will see Options, Productivity Tools, and Reports links. Select the
Productivity Tools link.
3 To allow users to update the productivity tools, check the box next to each tool
you want to allow them to update.
4 Click Update.
Allowing users to download WebEx Connect or AIM Pro

You can allow users to download and use WebEx Connect or AIM Pro and enable
integration with WebEx Services.
To enable presence integration:

2 Under Site Options, check the Presence Integration box.
3 Click Update.
Allowing users use text messaging

You can allow users to use text messaging (SMS) and enable integration with
WebEx Services.
To enable text messaging:

18
2 Under Site Options, check the Enable text messaging (SMS) box.
3 Click Update.
Allowing users to use Cisco IP phone integration

You can allow users to use Cisco IP phones and enable integration with WebEx
Services.
To enable Cisco IP phone integration:

2 Select the Productivity Tools tab and scroll down to Integrations. Check the
Enable Cisco IP Phone Integration box.
3 Enter the URL for the Cisco Unified Application Server.
4 Click Update.
Allowing users to choose an alternate host

For Meeting Center, Event Center, and Sales Center only
You can allow hosts to designate another person to be the “alternate host” for a
WebEx session. A user might do this, for example, if they schedule a meeting but
plan to join late and want the alternate host to start and run the meeting.
Note The alternate host must also have a WebEx host account.
To allow users to choose an alternate host:

2 At the bottom of the Account Management Settings section, select When

scheduling a meeting, users can choose an alternate host.
3 Scroll down to the bottom of the page and click Update.
Allowing users to schedule meetings for other users

For Meeting Center, Event Center, and Sales Center only
Use this procedure to allow users to schedule meetings for other users.
Note Users who schedule meetings must also have a WebEx host account.
To allow users to schedule meetings for other users:

19
2 At the bottom of the Account Management Settings section, select Users can let
other users schedule meetings on their behalf.
3 Scroll down to the bottom of the page and click Update.
Allowing users to personalize their Personal Meeting Rooms

You can allow all users to personalize their Personal Meeting Rooms by adding an
image to page header.
Note
■ Once you allow users to customize their Personal Meeting Room headers, the
following option appears on the My Profile page for each user:
Customize branding of header area
■ If you later change the location of the header image and a user has already
uploaded an different image, the image will move to the new location that you
specify.
■ A user can always add a welcome message and a picture on the Personal Meeting
Room page, whether or not you select this option. This option provides the user
with the additional ability to add a banner image at the top of the page.
To allow users to personalize their Personal Meeting Room page:

2 In the Site Options section, select Allow host to customize Personal Meeting
Room branding.
3 In the drop-down list, specify where the custom header will appear on the
Personal Meeting Room page (replace, above, or below existing header).
4 Click Update.
Changing site management options

You can modify various site management options such as the storage space
allocated to users and event host settings.
Receiving a warning when site storage capacity is exceeded

Your WebEx service site provides a limited amount of storage space that users can
use to store files and recordings in the My Files area of My WebEx. Once the
capacity for your site is exceeded, users cannot store more files on the site. If this
happens, you can set this option so that you will receive a warning message the next
time you log in to Site Administration.
20
To receive a warning when your site’s storage capacity is exceeded:

2 In the Site Options section, select Notify site administrator if storage usage
exceeds __% of total allocated space.
3 Specify the percentage of total allocated space at which you want to receive a
warning message.
4 Click Update.
Transferring event host responsibilities to another person

You can allow event hosts to transfer host responsibilities to another person. The
event is then removed from the original host's My Meetings page and appears on
the new host's My Meetings page. The new host can edit the event to change any
information about it, including the password.
To transfer event host responsibilities:
1 On the left navigation bar, under Manage Site, click Site Settings
2 In the Site Settings for drop-down list, select Event Center.
3 Click the Host Reassignment link.
4 Click Reassign next to the event that you want to reassign, then select a new host
in the list.
5 Click Reassign. An email notification is sent to both the new and previous hosts.
6 Click OK on the confirmation screen.
21
Configuring Site Settings for Productivity Tools

The Productivity Tools link is on the Site Settings page of Site Admin. Here you can:
■ Select which Productivity Tools to install
■ Create and use a customized install message
■ Allow the meeting host to use templates for meetings
■ Use One-Click to give host privileges
Productivity Tool Settings

From the Productivity Tools link in Site Settings, you can configure Installation
Options, Integrations, Productivity Tools Awareness Tips, One-Click, IM
Integrations, and Templates.
Installation Options
You will have three options:
■ Automatically install PT when hosts log in to the site
■ Automatically update Productivity Tools when new versions are available
■ Use customized install message. Whatever message you type into the text box
appears on the Installation Progress Web page
22
Integrations
You can enable integration of Productivity Tools with the following programs and
systems:
■ Microsoft Outlook
■ IBM Lotus Notes
■ One-Click
■ Microsoft Office integration
■ Microsoft Internet Explorer
■ Microsoft Windows Explorer right-click menu
■ The following Instant Messengers:
AOL Instant Messenger (AIM)
Google Talk
Lotus Sametime
Skype
Windows Messenger
Yahoo Messenger
■ Mozilla Firefox
■ Cisco IP Phone. For more information, see “Enabling Cisco IP Phone
Integration with Productivity Tools” on page 23.
■ PCNow Integration
Enabling Cisco IP Phone Integration with Productivity Tools

When you enable Cisco IP Phone integration with Productivity Tools, you can start
and join Cisco WebEx meetings directly from a Cisco IP Phone. You need to specify
Cisco Unified Application Server (CUAS) settings in order to enable the
integration.
To enable Cisco IP Phone Integration with Productivity Tools:
2 On the bar under Site Settings for, Productivity Tools.
3 Scroll down if required and locate Cisco IP Phone under Integrations.
23
4 Select Cisco IP Phone to enable the Configure Cisco Unified Application Server
button.
Note The Cisco IP Phone option will appear in Site Administration only if the
Super Admin has enabled it.
5 Click Configure Cisco Unified Application Server to open the Configure Cisco
Unified Application Server screen in a new window.
6 In the Server address field, enter the (IP) address of CUAS.
24
7 In the Administrator email field, enter the email address of the CUAS
administrator. You cannot enter more than one email address.
8 In the Password field, enter the administrator’s password.
9 Click Register. If the CUAS is successfully registered, the Configure Cisco

Unified Application Server window closes. If the registration fails, an error
message is displayed in the same window.
Note If your site already has been configured for integration with Cisco IP
Phones, the Server address, Administrator email, and Password fields will
display the configuration information. Additionally, the Update button is
displayed instead of the Register button. You can modify each of these fields to
specify new configuration information as shown in the following graphic.
■ If you change the Administrator’s email address, the system sends an automatic
email to the Administrator’s new email address.
■ If you change only the password, the system sends an automatic email to the
Administrator’s existing email address.
Productivity Tools Awareness Tips

You can choose to display tips throughout the different Productivity Tools sessions
as well as services. Default messages are presented for various services. You can
create a message, revert to the default message, and even include a link in your
message.
When you are at a specific site, for example, Meeting Center, you will then see the
tip displayed at the top:
25
26
One-Click
You can change settings for the following:
■ allow users to join unlisted meetings
■ require hosts to approve users that uses One-Click to join meetings without
passwords
■ verify and set tracking codes
Templates
This setting allows a host to use templates when scheduling Productivity Tools
meetings.
27
28
2
Managing Users
learn about managing user accounts About user accounts on page 30

allow users to request accounts Allowing users to request accounts from the
site on page 31
process signup requests Processing signup requests on page 32
create user accounts Adding new user accounts on page 33
edit user accounts About editing user accounts on page 35
add a contact to the company address book Adding a single contact on page 37
activate and deactivate user accounts Activating and deactivating user accounts on
page 37
set privileges for user accounts Setting user account privileges on page 38
process password requests Processing password requests on page 40
process service requests Processing service requests on page 41
send an email message to all users Sending email messages to all users on
page 41
use tracking codes About using tracking codes on page 42
29
Chapter 2: Managing Users
About user accounts

There are a few types of user accounts and each allows users to do different things:
User Account Type Description
Host Allows users to host WebEx sessions.

Site Administrator Allows users to host sessions and use Site
Administration.
Site Admin - view only Allows users to view, but not change, information in Site
Administration.
Attendee only Allows users to log into your WebEx to attend meetings,
maintain a personal profile, and to view the meetings list.
Note Attendees do not need attendee accounts to
attend WebEx sessions unless the host requires that
they have an account.
If your WebEx contract provides:

■ The concurrent license option, you can add any number of user accounts, but
your contract limits the number of users who can simultaneously host or attend
sessions. If you have questions about concurrent licenses, please contact your
WebEx account manager.
If your organization has enabled the account signup option, users can request new
accounts by completing an account signup form on your WebEx service site.
If you enable the feature, users can

request accounts from your WebEx
site
You can also add individual or multiple user accounts from Site Administration.
30
Allowing users to request accounts from the site

Use this procedure to display an account signup form on your site so that users can
request attendee accounts. You can select options to:
■ Require site administrator approval for all account requests (all requests are
placed in a queue for you to accept or reject).
■ Automatically accept or reject signup requests from certain Internet domains.
To specify account signup options:
1 On the navigation bar, under Manage Site, click Site Settings.
2 Scroll down to Service Request Settings, and click Allow users to request
additional services.
3 If you want to have all requests automatically approved, click Automatically
approve all host account requests.
4 To have requests placed in a queue for approval, click Site admin will manually
approve host account requests... and then choose from the following options:
Approve requests from Use this option to automatically accept requests from a domain.
these email domains Enter the URL here in this format:
webex.com
*.webex.net
Reject requests not Use this option to automatically reject requests that do not
from these email originate from a certain domain. Enter the domain from which
domains you accept requests in this format:
webex.com
*.webex.net
All site administrators Select this option to have all requests that are automatically
rejected sent to all site administrators for consideration.
Selected site Select this option to have all requests that are automatically
administrators rejected sent to a specific site administrators for consideration.
Then enter the email address of that site administrator in the
box.
5 At Require for account signup, select each type of information that users must
provide to submit the account signup form.
31
Processing signup requests

If your organization's WebEx service site includes the account signup feature, use
this procedure to accept or reject account requests.
Note When users request new accounts, it may take up to two days before the user
is granted access to your site. If the user needs access immediately after you accept
the signup request, edit the user's account, specify a password, and provide it to the
new user. For more information about editing user accounts, see “About editing
user accounts” on page 35.
To accept or reject signup requests:

1 On Site Administration Home page, click the new account request link.
This link appears only if one or more users have requested a user account on
your site.
2 To accept one or more signup requests, select the check box for each signup
request that you want to accept, then click Accept.
3 To reject one or more signup requests, select the check box for each signup
request that you want to reject, then click Reject.
Site Administration sends an email message to the person who requested an
account, indicating that if the request was accepted or rejected.
32
Adding new user accounts

Use this procedure to create new individual user accounts in Site Administration.
To create multiple accounts simultaneously, see Adding multiple user accounts on
page 47.
To create a new user account in Site Administration:
1 On the navigation bar, under Manage Users, click Add User.
2 At Account type, select the type of account you want to create. Choose from:
Host Allows users to host WebEx sessions.

Site administrator Allows users to host sessions and use Site
Administration.
Site Admin - view only Allows users to view, but not change, information in Site
Administration.
Attendee only Allows users to log into your WebEx to attend meetings,
maintain a personal profile, and to view the meetings list.
Note Attendees do not need attendee accounts to
attend WebEx sessions unless the host requires that
they have an account.
3 In the Account Information section, enter the user’s name and email
information.
4 Create a password that conforms to any password criteria settings for the site
and enter it at Password and Confirm password.
5 At Language and Time zone select a default language and time zone for the user.
6 In the Privileges section, select the privileges you want to enable for the user:
Privilege Description
Service WebEx services such as Meeting Center, Sales Center,
and so on.
Session Type Allowed A pre-defined bundle of features and options. For more
information about creating service types, see About
session types on page 122.
Security Set conditions for password reset and account lockout.
Recording Editor Select this to allow users to edit WebEx session
recordings.
Sales Center If you enabled Sales Center for this user, indicate the
user’s role on the sales team and select the user’s
manager. If you are adding an account for a SME (Subject
Matter Expert) also enter a description of the SME, select
the relevant products, and optionally enter the SME’s
WebEx Connect screen name.
Training Center If you enabled Training Center for this user and the
Hands-on Lab options is enabled for your site, click
Hands-on Lab Admin to make this user a lab
administrator.
33
Event Center If you enabled Event Center for this user, click Optimize
Bandwidth... to optimize bandwidth for attendees in the
same network.
Telephony privilege Select the types of teleconference options you want the
user to be able to select when scheduling sessions,
including call-in and call-back teleconferencing, and
Integrated VoIP.
Webcast Select the type of webcast you want to enable, Basic and
Site Administrator privilege.
My WebEx Select each type of My WebEx page you want to enable
for this user. Also enter the amount of file and recording
storage, and additional computers you want to allocate to
this user.
Remote Support If you enabled Remote Support for this user, indicate:
■ The default view and colors for this user’s console.
■ If you want the user’s session to recording

automatically. Choose from Network-based
recording (NBR) or Save recording at local
computer and specify a location.
Remote Access If you enabled Remote Access for this user, indicate:
■ The computers assigned to the user.

System Management Enable System Management, view and edit profiles.
Service Desk Enable Service Desk, view and edit roles.
WebACD Preferences If you enabled WebACD for this user, indicate if the user
is an agent, manager, or both. To service a Call-Me-Back
queue, this user must have telephony privileges. To select
queues to assign to the user, click Select Queues.
■ An agent and the number of simultaneous sessions the
agent can handle.
■ An agent and if the agent can accept Remote Support
and Sales Center inbound requests.
■ An agent and if the agent can automatically assign all
or specified Remote Support or Sales Center queues.
■ A manager and which agents and queues the manager
can monitor.
■ A manager and if the manager can automatically
assign all or specified Remote Support or Sales Center
queues.
assign all Remote Support or Sales Center agents.
34
7 In the Contact Information section, enter the numbers for office, cell, and
alternate phone, and address information. Select the Call-back check box to
enable call-back to each phone number. Select Call-in authentication to require
call-in authentication for attendees.
8 Click Add.
Selecting Queues for WebACD

1 On the navigation bar, under Manage Users, click Add User or Edit User List.
2 Scroll down to WebACD Preferences and click Select Queues.
3 Check the box next to the name of the Queues you want to add, and click Add.
4 Click Update to update the user.
Edit User List Page

How to access this page:
On the navigation bar, under Manage Users, click Edit User List. To edit multiple
accounts at once, see Adding multiple user accounts on page 47.
What you can do on this page:

■ View information about a user account
■ Deactivate or activate a user account
■ Specify types of meetings or sessions the user can host
■ Access the Add User page
About editing user accounts

You can change some or all of the following user account information, depending
on the type of account:
■ First and Last name
■ User name and password
■ Email address
■ Language—that is, the language in which text appears on your WebEx service
site
■ Meeting privileges—that is, the types of meetings that the user can host
■ Host privileges—that is, whether the user can host meetings, use Site
35
Administration, or only attend meetings

■ My WebEx service—that is, the user account options that the user can access and
use in the user's My WebEx area on your site, including an address book, file
storage, user profile, list of scheduled meetings, reports, recording storage,
Access Anywhere, and Personal Meetings page
■ Telephony privileges—that is, the types of teleconferencing services a user can
use when hosting a meeting or training session. For example, call-in, call-back,
Integrated VoIP, and so on.
■ WebEx Recording Editor privilege—that is, whether the user can download the
WebEx Recording Editor to edit recordings made using WebEx Recorder
■ Telephone numbers and Address information
■ Whether the user account is active or inactive
■ Webcast, My WebEx, Remote Support, Remote Access, System Management,
Service Desk, and WebACD preferences
You can either edit user accounts one at a time, or edit multiple user accounts
simultaneously, using import/export users process.
Editing single user accounts

Use this procedure to edit single user accounts. To edit multiple accounts at once,
see Adding multiple user accounts on page 47.
Important For Cisco Unified MeetingPlace users, if directory service integration is

enabled for your site, do not update user accounts. Please follow all instructions
that were provided for your implementation.
To edit single user accounts:

1 On the navigation bar, under Manage Users, click Edit User List.
2 Locate the user account in the list or use one of the following methods to find it:
■ Enter the user's user name or email address, then click Search.
■ In the Index, click the letter that corresponds to the first character in the
user's user name.
■ Filter the list by selecting an option from the View drop-down list.
■ Sort the list by selecting an option from the Sort list by drop-down list.
3 To activate or de-activate a user account, clear or check the Active check box
next to the account, then click Submit.
4 To change the meeting types that a user can host, select or clear the check boxes
next to the account in the Session Type column, then click Submit.
36
5 To edit user account details, click the account name, then specify new account
information, then click Update to save your changes.
Adding a single contact

Use this procedure to add a new contact to the company address book for your
WebEx service site. To add multiple contacts at once, see Importing contacts from
Microsoft Outlook or Exchange on page 50.
Note If you have imported a Microsoft Global Address List to the company address
book for your organization's WebEx service site, and you want to maintain their
synchronization, add contacts to the Microsoft Global Address List, and then
re-import it to Site Administration.
To add an individual contact:

1 On the navigation bar, under Manage Site, click Company Addresses.
2 Click Add Contact. To add a distribution list, click Add Distribution List. To
add multiple contacts, click Import.
3 Enter the contact’s information.
4 Click Add.
Activating and deactivating user accounts

You can temporarily deactivate user accounts. While the account is deactivated, the
user cannot host WebEx sessions. You can reactivate the user account at any time.
Note You cannot remove a user account from your WebEx service site using Site
Administration. However, you can change the information about the account,
including the user name and password, and assign it to another user.
To deactivate a user account:

user's user name.
37
3 To activate or de-activate a user account, clear or check the Active check box
next to the account, then click Submit.
4 Click Submit.
Setting user account privileges

You can set the privilege assignments for a user account at any time by specifying
the following:
■ The types of meetings a user can host on your WebEx service site. Meeting types
determine which features a user can use on your site.
■ Whether a user can use My WebEx Standard or My WebEx Pro features.
■ The teleconferencing services a user can use during a meeting or training session.
You can change the privileges for either all user accounts simultaneously, or only
specific user accounts. See these topics:
■ “Setting privileges for individual accounts” on page 38
■ “Setting privileges for all user accounts” on page 40
Setting privileges for individual accounts

Use this procedure to change privileges for an individual user. To change privileges
for all users on your site, see “Setting privileges for all user accounts” on page 40.
To set privileges for individual accounts:
user's user name.
3 In the Privileges section, select the privileges you want to enable for the user:
Service WebEx services such as Meeting Center, Sales Center,
and so on.
Session Type Allowed A pre-defined bundle of features and options. For more
information about creating service types, see About
session types on page 122.
Security Set conditions for password reset and account lockout.
38
Recording Editor Select this to allow users to edit WebEx session
recordings.
Sales Center If you enabled Sales Center for this user, indicate the
user’s role on the sales team and select the user’s
manager. If you are adding an account for a SME (Subject
Matter Expert) also enter a description of the SME, select
the relevant products, and optionally enter the SME’s
WebEx Connect screen name.
Training Center If you enabled Training Center for this user and the
Hands-on Lab options is enabled for your site, click
Hands-on Lab Admin to make this user a lab
administrator.
Event Center If you enabled Event Center for this user, click Optimize
Bandwidth... to optimize bandwidth for attendees in the
same network.
Telephony privilege Select the types of teleconference options you want the
user to be able to select when scheduling sessions,
including call-in and call-back teleconferencing, and
Integrated VoIP.
Webcast Select the type of webcast you want to enable, Basic and
Site Administrator privilege.
My WebEx Select each type of My WebEx page you want to enable
for this user. Also enter the amount of file and recording
storage, and additional computers you want to allocate to
this user.
Remote Support If you enabled Remote Support for this user, indicate:
Remote Access If you enabled Remote Access for this user, indicate:
■ The computers assigned to the user.

System Management Enable System Management, view and edit profiles.
Service Desk Enable Service Desk, view and edit roles.
39
WebACD Preferences If you enabled WebACD for this user, indicate if the user
is:
■ An agent and the number of simultaneous sessions the
agent can handle.
■ An agent and if the agent can accept Remote Support
and Sales Center inbound requests.
■ An agent and if the agent can automatically assign all
or specified Remote Support or Sales Center queues.
■ A manager and which agents and queues the manager
can monitor.
assign all or specified Remote Support or Sales Center
queues.
assign all Remote Support or Sales Center agents.
4 Click Update.
Setting privileges for all user accounts

Use this procedure to change privileges for all users on your site. This batch process
affects all user accounts on your web site. To change privileges for just one user, see
“Setting privileges for individual accounts” on page 38.
To set privileges for all user accounts at once:
1 On the navigation bar, under Manage Users, click Edit Privileges.
2 In the Change meeting privileges for all users section, select the privileges you
want to enable or disable for all users.
3 In the Change My WebEx privileges for all users section, select the privileges you
want to enable or disable for all users.
4 In the Change teleconferencing privileges for all users section, select the audio
conferencing options that you want to enable for all users.
5 Click Submit.
Processing password requests

If users forget their passwords and you enabled the Login Assistance option, they
can request them from the login page. Use this procedure to accept or reject
password requests.
To accept or reject password requests:
1 On the Home page of your Site Administration Web site, click the New
password requests link.
40
This link appears only if one or more users have requested their passwords.
2 Check the box next to the request, then click Accept or Reject.
Tip To view detailed information about a user requesting a password, click the user
name.
For each password request, Site Administration sends an email message to the
person who requested the password, indicating that the request status.
Processing service requests

If you enabled the option to allow users to request additional services, use this
procedure to accept or reject service requests.
To accept or reject service requests:
1 On the Home page of your Site Administration Web site, click the New
privileges requests link.
This link appears only if one or more users who have an account on your site
have requested host privileges for an additional service.
2 In the Service Requested section, select the check box for each service requests
that you want to handle.
3 Click Accept or Reject.
Site Administration sends an email message to the person who requested the service
indicating if it was approved or rejected.
Sending email messages to all users

You can send an email message to all users who have accounts on your site. For
example, if you have made a change to your WebEx service configuration, you can
use this feature to quickly inform all users of the change.
To send an email message to all users:
1 On the navigation bar, under Manage Users, click Send Email to All. Your name
and email address appears in the sender information section.
2 At Bcc, enter an email address that you want to send a copy of this message; the
message recipients will not see this email address.
3 Enter a subject and the message.
4 Click Send.
41
Important In your message to all users, do not include any variables that are in the
email templates for your WebEx service.
About using tracking codes

Tracking codes are alphanumeric codes that identify categories of users on a WebEx
service site, allowing you to analyze usage by various groups within an
organization—for example, Department and Division. You can require users to
provide tracking codes when signing up for an account, as part of their user profiles,
or when scheduling a meeting or training session.
The tracking codes that users provide appear as part of the information about a user
in usage reports, which you can obtain for your WebEx service site. You can then
use the data in these reports for purposes such as cost accounting or other internal
billing processes.
When specifying a tracking code, you can require that users do one or more of the
following:
■ Provide a code value in their user profiles.
■ Provide a code value when scheduling a meeting or training session.
■ Select a code value in a list of values that you specify. You can create a list of code
values by either typing them in a list or importing them from a
comma-separated value (CSV) file that you create.
Alternatively, you can specify code values in a user’s profile when adding or editing
a user account in Site Administration. Thus, users need not type or select codes
values for their profiles or when scheduling a meeting or training session.
Specifying tracking codes

You can specify tracking codes that let you track usage of your WebEx service site.
For example, you can specify the tracking codes Project, Division, and Department,
and then require users to provide code values when scheduling a meeting or
training session. Optionally, you can specify one or more code values that users can
select for each label.
42
The tracking code labels, or group names, that you specify can appear on any of the
following pages on your WebEx service site:
■ My Profile page: A page that contains personal information about each user who
has an account. A user can maintain personal information on this page.
■ Schedule a Meeting Wizard: On Meeting Center and Sales Center sites, the pages
on which users provide information when scheduling a meeting.
■ Schedule Training Session page: On Training Center sites, the page on which
users provide information when scheduling a training session.
■ Schedule an Event page: On Event Center sites, the page on which users provide
information when scheduling an event.
To specify tracking codes:
1 On the navigation bar, under Manage Site, click Tracking Codes.
The Tracking Codes page appears.

2 In the Tracking Code Group box, type the label, or group name, for a tracking
code.
3 In the Host Profile drop-down list, specify whether the tracking code is required
for users' user profiles.
4 In the Schedule Meeting drop-down list, specify whether users must specify a
tracking code value when scheduling a meeting.
5 In the Input Mode drop-down list, select an option for how users can provide a
code value.
6 Optional. If you require users to select a tracking code from a list of values that
you specify, instead of typing a value, do one of the following:
■ To create a list of code values by typing them, click Add/Edit to open the
Tracking Codes List page. Then specify code values. The Tracking Code List
page appears.
■ To create a list of code values by importing them from a CSV
(comma-separated values) file that contains the code values, click Batch Add.
7 Optional. Specify additional tracking codes.
8 In the Schedule/start page to list, specify on which services you want the page to
appear.
9 Once you have finished specifying the tracking codes, click Update to save your
changes.
43
44
3
Importing and Exporting Users
learn about the Batch Import/Export Users Batch Import/Export Users Page on page 46
page
import multiple users at one time Adding multiple user accounts on page 47
edit multiple user accounts at one time Editing multiple user accounts on page 48
view the status of your import or export Status of Your Import or Export on page 49
add contacts to the company address book Adding contacts to the company address book
on page 50
import tracking code values Importing tracking code values on page 53
45
Chapter 3: Importing and Exporting Users
Batch Import/Export Users Page

To Import or Export multiple users, on the left navigation bar, under Manage
Users, click Import/Export Users. Then select the Import or Export button to
access the Batch Import/Export Users page.

Add several user accounts to your WebEx service site simultaneously, using a
spreadsheet file in CSV (comma-separated values) format.
Options on Batch Import/Export Users pages
Option Description
Import Once you have selected a .csv file, click this button to upload
the file to Site Administration. Site Administration uses the
information in the file to create user accounts.
Export Click this button to begin exporting users from Site
Administration. You will receive an email notification when the
request is finished. See “Status of Your Import or Export” on page
49 for more information on notifications.
Abort Click this button to end an Import or Export job.
Example (Batch Import Click this button to view the topic CSV File Format for User
Users Page) Accounts, which contains detailed instructions for creating a CSV
file that you can use to add several user accounts to your WebEx
service site simultaneously.
Note If you have imported a Microsoft Global Address List to the company address
book for your organization's WebEx service site, and you want to maintain their
synchronization, add contacts to the Microsoft Global Address List, and then
re-import it to Site Administration.
46
Importing accounts for Cisco Unified MeetingPlace

users
Your Cisco Unified MeetingPlace implementation may include a directory service
integration. In this case, MeetingPlace users will be able to log in to your WebEx site
with a single sign-on, beginning on a MeetingPlace site. No importing of user
accounts is necessary for a directory service integration.
Important If directory service integration is enabled for your site, do not create or
update user accounts. Please follow all instructions that were provided for your
implementation.
For sites without the directory service integration enabled, you can import
MeetingPlace user accounts into your Cisco Unified MeetingPlace site. You can
import user accounts once you have exported the MeetingPlace accounts into a text
(.txt) or comma-separated values (.csv) file. To import user accounts, see Adding
multiple user accounts on page 47.
Adding multiple user accounts

You can use a batch process to add multiple user accounts. First use a spreadsheet
program, such as Microsoft Excel, to create a CSV (comma-separated values) file
that contains user account information and then use this procedure to import the
information into WebEx. For Cisco Unified MeetingPlace users, you can also
import a MeetingPlace-exported text (.txt) file.
Note For details about creating a CSV file, see CSV File Format for User Accounts on
page 196.
To add multiple user accounts:

1 On the navigation bar, under Manage Users, click Import/Export Users.
2 Select the Delimiter as Tab or Comma for the format of the file you are
importing.
3 Click Import. The Batch Import Users page appears.
47
4 Click Browse, select the CSV (.csv) file that contains user account information,
then click Open.
5 Click Import.
6 Click OK.
7 You will receive an email notification when the request is finished. Click on the
link in the notification email and carefully review and verify the information.
Note
■ If you specify any user accounts incorrectly, Site Administration cannot create
those accounts. Site Administration generates a list of accounts that it was
unable to create and cause for each error.
■ If Site Administration reports errors, download the file to your computer,
correct the errors, delete the last column, labeled Comments, and then upload
the file again.
After you upload the CSV file, you can change the information by editing the
accounts in Site Administration. See About editing user accounts on page 35.
Editing multiple user accounts

You can import a CSV (comma separated values) with new account information to
edit multiple user accounts simultaneously. During this process you will export the
user account information to a CSV file, then use a spreadsheet program such as
Microsoft Excel to edit the information, then import the information back into
WebEx.
Note For details about creating a CSV file, see CSV File Format for User Accounts on
page 196.
48
To edit multiple user accounts simultaneously:

2 Click Export. The batch export request is received. Click OK. You will receive an
email notification when the request is finished.
Status of Your Import or Export

It can take a considerable amount of time to batch import or export. There is an
Export and Import summary page that displays the status of the import or export.
Batch jobs are placed in a queue and are run approximately every 5 minutes. The
page is displayed after the export or import command has been selected and a file
chosen. To refresh the status page, click the Import/Export Users link on the
navigation bar. When an export job finishes, the status page displays a link to
download the exported file. An e-mail is also sent to the person who requested the
batch job when the job finishes. The message has several important pieces of
information:
■ A message that your export or import request is complete.
■ A link to see the full results.
■ A link to download the actual imported or exported CVS file, if it was successful.
■ A link to view the error log, if any, for the job.
3 From the Import/Export Users page or from the email notification, select the
link to download the exported CSV file and click Save.
4 Select a location to save the file, and then click Save.
5 Use a spreadsheet program, such as Microsoft Excel, to edit the file.
6 From the Site Administration Import/Export Users page, click Import.
7 Enter the name of the CSV file or click Browse to find the file.
8 Click Import.
9 Carefully review the information in the table to verify that you specified it
correctly, then click OK.
Note
■ If you specify any user accounts incorrectly, Site Administration cannot create
those accounts. Site Administration generates a list of accounts that it was
unable to create and an error log.
■ If Site Administration reports errors, download the file to your computer,
correct the errors, delete the last column, labeled Comments, and then upload
the file again.
■ After you upload the CSV file, you can change the information by editing the
49
accounts in Site Administration.

■ If you create new users via the import process, you can use either “****” to
generate a new random password or a valid password (as long as it meets
password criteria and password options are configured on Site Settings). You
cannot leave the password field blank. If you use “****”, users are required to
change the random password the first time they log in.”
Adding contacts to the company address book

You can use Site Administration to maintain a list of your organization's contacts.
WebEx session hosts can select names from the address book when inviting
attendees to a meeting. To add contacts to the company address book you can:
■ Add contacts individually in Site Administration (see Adding a single contact on
page 37).
■ Import contacts using Method 1 from Microsoft Outlook, a Microsoft Exchange
server (see “Importing contacts from Microsoft Outlook or Exchange” on page
50).
■ Import contacts using Method 2 from a CSV file (see “Importing contacts from
a CSV file” on page 51).
Importing contacts from Microsoft Outlook or Exchange

You can use Method 1 to import contacts from Microsoft Outlook or Microsoft
Exchange Server to the WebEx company address book.
To import contacts from Microsoft Outlook or Exchange:
1 On the navigation bar, under Manage Site, click Company Addresses. The
Company Address Book page appears.
2 Click Import. The Batch Import Contacts page appears.
50
3 At Method 1, select the source of the address list that you want to import. The
Outlook Address Book is imported (not the Outlook Contact List).
4 Click Import.
5 Click OK.
Importing contacts from a CSV file

You can use Method 2 to add multiple contacts to your organization's WebEx
service from a CSV (comma separated values) file that contains contact
information. For details about creating a properly formatted CSV file, see the topic
CSV File Format for Contacts on page 213. To add contacts one at a time, see Adding
a single contact on page 37.
To add multiple contacts simultaneously:
1 Under Manage Site, click Company Addresses.
2 Click Import. The Batch Import Contacts page appears.
3 Select the Delimiter as Tab or Comma for the format of the file you are
importing.
4 Under Method 2, click Browse.
5 Select the CSV (.csv) file that contains user account information and then click
OK.
6 Click Import.
51
7 Click OK.
Note
■ When importing a user, the user ID and the user’s e-mail address must be
unique. They can change but still must remain unique.
■ If you specified any contacts incorrectly, Site Administration generates a list of
records for the contacts that it was unable to create, including the cause for each
error. You can download a file containing these records to your computer for
reference or to correct the errors directly in that file.
■ If you correct the errors directly in the file that Site Administration creates for
you, delete the last column, labeled “Comments”, before you upload the file
again.
Editing contact information

Use this procedure to edit contact information in your company address book.
To edit contact information:
2 To locate the contact do one of the following:
■ In the Index, click the letter that corresponds to the first character of the
contact's first name.
■ Enter all or part of the contact's first or last name in the Name box, and then
click Search.
■ Enter all or part of the contact's email address in the Email box, and then click
Search.
3 Click the contact's name.
4 Change the desired information.
Deleting contact information

Use this procedure to delete a contact's information from your company address
book.
To delete a contact's information from the global address book:
2 To locate the contact do one of the following:
■ In the Index, click the letter that corresponds to the first character of the
contact's first name.
52
■ Enter all or part of the contact's first or last name in the Name box, and then
click Search.
■ Enter all or part of the contact's email address in the Email box, and then click
Search.
3 Select the check box next to any contact you want to delete.
4 Click Delete.
Using distribution lists

You cannot import a distribution list directly from Microsoft Outlook or Exchange,
but you can add a distribution list to your company address book that contains a
group of contacts. When hosts schedule sessions, they can send invitations to
everyone in the distribution list, instead of addressing contacts one by one.
To add or edit a distribution list:
2 To add a new distribution list, click Add Distribution List. The Add Distribution
List page appears.
3 To edit a distribution list, click the list and then select the contacts you want to
add to the list.
4 Click Add or Update.
Importing tracking code values

If you specified tracking code labels, you can import tracking code values to the
Tracking Codes List page, as an alternative to typing the values on the page. To use
this process, you must first create a CSV (comma separated values) file that contains
the tracking code values.
53
This option is useful if your organization uses many tracking codes and you want
to maintain the list of values outside of Site Administration.
To import tracking code values:
1 Use a spreadsheet program, such as Microsoft Excel, to create a CSV file that
contains tracking code values.
Important For details about creating a properly formatted CSV file for
importing tracking codes values, see CSV File Format for Tracking Code Values
on page 216.
2 Once you create a CSV file, do the following:
■ On the navigation bar, under Manage Site, click Tracking Codes. The
Tracking codes page appears.
■ on the Tracking codes page, click Batch Add for the tracking code label that
you specified. The Batch Add Code List page appears.
3 Click Browse, and then select the CSV file (.csv) that contains the tracking code
values that you want to import to the Tracking Code List page.
4 Click Open to return to the Batch Add Code List page.
5 Optional. To automatically display the Tracking Codes List page once uploading
is complete, select the View tracking codes after update check box.
54
6 Click Import.
Site Administration uses the information in the file to create a list of code values
on the Tracking Codes List page.
7 Optional. To require that users select a code value from a list, select the Require
from Code List check box.
8 Click Update.
Note
■ If you specify any code values incorrectly, Site Administration cannot add those
values to the list. In this case, Site Administration generates a list of records for
the values that it was unable to add, including the cause for each error. You can
download a file containing these records to your computer for reference or to
correct the errors directly in that file.
you, ensure that you delete the last column, labeled Comments, before you
upload the file to create the remaining code values.
■ If, after uploading a CSV file, you want to change information that you specified
for one or more code values, you can edit values individually on the Tracking
Codes List page. Or, you can contact your WebEx account manager for
assistance.
55
56
4
Managing Event Center
change Event Center options

manage standard scheduling templates for Managing Event Center scheduling templates
Event Center on page 59
reassign an event to a different host Reassigning an Event to a different host on
page 61
customize the default Enrollment form for Customizing the Event Center registration
Event Center form on page 62
57
Chapter 4: Managing Event Center
Updating Event Center Site Settings

To specify Event Center options:
3 Specify options under Site Options.
Option Description
Default host landing Specifies page to display to meeting hosts when meetings
page end. Choose from the following options:
■ Use WebEx branded default page: To display the default
WebEx page. To also display promotional content for free
WebEx trials, click Show promotional content.
■ Use customized page: Enter the URL of another page to
display to hosts when meetings end.
Note You do not need not enter “http://” in the URL.
Default Attendee Specifies page to display to meeting attendees when
landing page meetings end. Choose from the following options:
display to attendees when meetings end.
Join page To display promotional content for free WebEx trials on the
page that hosts and attendees use to join meetings, click
Show promotional content.
Invitation email To display promotional content for free WebEx trials on
invitation emails, click Show promotional content.
Recording access To bypass the mini user info form for recording access, click
Bypass the mini user info form.
iCalendar Specifies if you want to receive Microsoft Outlook Meeting
Accepted, Tentative, and Declined emails from attendees.
Join event options ■ Attendees can join using Flash...Specifies if you want to
allow attendees to join using Flash technology to join a
meeting.
■ Select if you want Flash to be tried First or Last.
In-event options ■ Automatically record...Specifies if you want to

automatically record all sessions using Network Based
Recording (NBR).
■ Send notification email...Specifies if you want an email
sent to the host when the event recording is ready.
■ Enable attention tracking—Specify if you want to enable
the attention tracking functionality for meetings.
Default Options Select the Default Page for users to view. Options are applied
to the site as defaults, but individual users can change them.
58
Managing Event Center scheduling templates

get an overview of scheduling templates About managing Event Center scheduling

templates on page 59
make an Event Center scheduling template Showing or hiding Event Center scheduling
available or unavailable to hosts templates on page 59
set the default Event Center scheduling Setting the default Event Center scheduling
template template on page 60
delete Event Center scheduling templates Deleting Event Center scheduling templates
on page 60
About managing Event Center scheduling templates

A scheduling template defines many of the settings for a scheduled event. If hosts
often use the same settings for their events, you can save those settings in a template.
When scheduling events, a host can select the template to avoid having to set many
of the same options for each event.
There are two types of scheduling templates:
■ Standard scheduling templates: Available for all hosts. Your WebEx service
includes a set of standard templates. You can also make hosts’ personal
templates available as standard templates.
■ Personal scheduling templates: A template that a host sets up and that is
available only for that host. A host can create a personal template from within
the event scheduler, by using the Save As Template option. When saving a
template, the host also has the option to save the template as a standard
template, by selecting Save As Standard Template. The template then appears in
the list of standard templates in Site Administration.
In the list of standard templates for your Event Center service, you can:
■ Show or hide any standard template, including those templates that hosts create
and save as a standard template.
■ Make any standard template the default template for Event Center
■ Delete a standard template from your WebEx site
Showing or hiding Event Center scheduling templates

You can show or hide any standard Event Center template. If you show a template,
it appears in the list of available templates in the Event Center scheduler.
59
To show or hide an Event Center scheduling template:

4 In the Make Visible column, do one of the following:
■ To show a template, select the check box for the template.

■ To hide a template, clear the check box for a template.
Setting the default Event Center scheduling template

The default Event Center scheduling template is automatically selected when a host
opens the Event Center scheduler.
To set the default Event Center scheduling template:
default template.
Deleting Event Center scheduling templates

You can delete an Event Center scheduling template, thus preventing it from
appearing in the Event Center session scheduler.
Note You cannot delete the Event Center Default template.
To delete Event Center scheduling template:

60
Reassigning an Event to a different host

You can reassign an event to another Event Center host. The event is removed from
the original host's My Meetings page, and then appears on the new host's My
Meetings page. The new host can edit the event to change any information about it,
including the password.
To reassign an event:
1 On the navigation bar, under Manage Site, click Site Settings
2 In the Site Settings for drop-down list, select Event Center, and then click the
Host Reassignment link at the top. The Host Reassignment page appears.
3 In the list of events, click the Reassign link for the event that you want to
reassign. The Reassign Host page appears.
61
4 Search for the new host in the list and select the new host.
5 Click Reassign.
Customizing the Event Center registration form

You can customize the registration form on which registrants provide information
for a particular event. When customizing the form, you can choose which standard
options you want to appear on the form and create any of the following custom
options:
■ Text boxes
■ Check boxes
■ Option buttons
■ Drop-down lists
■ Registration questions
Note An event host can change the information that appears on the default
enrollment form when scheduling an event on the Customize Registration
Questions page.
To customize the default Registration form:

2 In the Site Settings for drop-down list, select Event Center, and then click the
Required Fields link. The Required Fields page appears.
62
3 Under Standard Options, select each option that you want to require on the
registration form.
4 Optional. Under My Custom Options, add custom options to the form by
clicking any of the following:
■ Text Box—Opens the Add Text Box page, on which you can specify text
boxes that appear on the Enrollment form.
Option Description
Text box label Specifies the text that appears to the left of the text box. A
text box label can contain a maximum of 256 characters.
Type Specifies whether the text box contains a single line or
multiple lines on which a customer can type. If you select
Multi-line, specify the number of characters for Width, and
the number of lines in the Height box.
Width Specifies the width of the text box, in characters. The
number that you specify determines how the text box
appears on the form, but does not affect the number of
characters that a customer can type in the text box. A text
box can contain a maximum of 256 characters.
Height Specifies the number of lines that the text box contains. To
specify a number of lines, you must first select Multi-line
under Type. If you do not specify a number of lines, Site
Administration uses the default height, which is one line.
Save Saves your changes to the form.
Close Closes the window without saving your changes.
63
■ Check Boxes—Opens the Add Check Boxes page, on which you can specify
check boxes that appear on the Enrollment form.
Option Description
Type Specifies the type of the option that you are want to add or
edit. By default, Check Boxes is selected. To specify
another type, select it from the drop-down list.
Group label for check Specifies the text that appears to the left of a group of check
boxes boxes that you add to a form. To specify a group label, type
it in the box. If you are adding only one check box and do
not want a group label, leave this box blank.
Check box... Specifies the text label that appears to the right of the check
box, and whether the check box is selected or cleared by
default on the form. To add a check box to the form, type its
label in the box, and then choose Cleared or Selected from
the corresponding drop-down list.
Note Only those check boxes for which you specify a label
appear on the form.
Add additional check To add check boxes, select an appropriate number from
boxes the drop-down list.
Note You can add a maximum of 99 check boxes. Once
you add 99 check boxes, the Add additional check boxes
option is unavailable.
Save Saves your changes to the Enrollment form.
64
■ Option Buttons—Opens the Add Option Buttons page, on which you can
specify option buttons that appear on the Enrollment form.
Option Description
edit. By default, Option Buttons is selected. To specify
Group label for option Specifies the text that appears to the left of a group of
buttons option buttons that you add to the form. To specify a group
label, type it in the box.
Default choice Specifies which option button is selected by default on the
form. To specify a default choice, first ensure that you have
specified the labels for the option buttons, then select the
number for the button in the drop-down list.
Choice... Specifies the text label that appears to the right of the
option button. To add an option button to the form, type its
label in the box.
Add additional choices To add option buttons, select an appropriate number from
the drop-down list.
Note You can add a maximum of 99 option buttons. Once
you add 99 option buttons, the Add additional choices
65
■ Drop-Down List—Opens the Add Drop-Down List page, on which you can
specify a drop-down list that appears on the Enrollment form.
Option Description
edit. By default, Drop-Down List is selected. To specify
Group label for Specifies the text that appears to the left of a group of
drop-down list box drop-down list that you add to the form. To specify a label,
type it in the box.
Default choice Specifies the option that is selected by default in the
drop-down list on the form. To specify a default choice,
select it from the drop-down list.
Choice... Specifies the text for each option that appears in the
drop-down list. To specify the text, type it in the
corresponding box.
Add additional choices To add options to the drop-down list, select an appropriate
number from the drop-down list.
Note You can add a maximum of 99 option buttons. Once
you add 99 option buttons, the Add additional choices
66
■ Registration Questions—Opens the Add From My Registration Questions

page, where you can select the questions that appear on the registration form.
Option Description
Questions Specifies the custom questions that you have created.

Select the check box next to a saved question to add it to
the default Enrollment form.
Type Specifies the type of question: text box, check box,
drop-down list, or option (radio) button.
(checkbox) This check box specifies whether a question is selected for
adding to the Enrollment form.
Add Adds selected questions to the Enrollment form.
Close Closes the window without adding selected questions to
the Enrollment form.
5 Select the check box for the options you want to make required on the form. Use
the up and down arrows under Change Order to change the order the fields
options.
6 Click Save.
67
68
5
Configuring Meeting Center
specify Meeting Center site options and Changing the end of meeting page on page 70
default options
enable iPhone integration with Meeting About Using Meeting Center on iPhone on
Center page 72
manage scheduling templates for Meeting Managing Meeting Center scheduling
Center templates on page 74
meeting video options Maximum Video Bandwidth option on page 76
69
Chapter 5: Configuring Meeting Center
Changing the end of meeting page

You can specify the following Meeting Center options:
■ The pages that meeting hosts and attendees see when the meeting ends
■ The default page that appears when users access the Meeting Center service on
your site
To specify Meeting Center options:
2 In the Site Settings for drop-down list, select Meeting Center.
3 Specify options under Site Options.
Option Description
Default host landing Specifies page to display to meeting hosts when meetings
page end. Choose from the following options:
display to hosts when meetings end.
Default Attendee Specifies page to display to meeting attendees when
landing page meetings end. Choose from the following options:
display to attendees when meetings end.
Join page To display promotional content for free WebEx trials on the
page that hosts and attendees use to join meetings, click
Show promotional content.
Invitation email To display promotional content for free WebEx trials on
invitation emails, click Show promotional content.
In-meeting Info tab Specifies if you want to show “green” message, which says
“Thank you for working green by meeting online”.
Automatically record... Specifies if you want to automatically record all sessions using
Network Based Recording (NBR).
Send notification Specifies if you want to send a notification email to the host
email... when the meeting recording is ready. This is not
recommended when Automatically record all sessions option
is turned on.
Enable Teleconference Specifies if you want to allow the teleconference to continue
Keep-Alive after the host ends the meeting.
70
Option Description
iPhone WebEx Specifies whether you want to enable iPhone integration with
application Meeting Center. For more information, see About Using
Meeting Center on iPhone on page 72.
Default Setting Enable or disable default value for Teleconference Keep-Alive
setting.
Default page Specifies the default page view that appears once a user
accesses Meeting Center on your site. To specify the default
page, select it in the drop-down list.
71
About Using Meeting Center on iPhone

You can use Meeting Center on Apple iPhone as you would use it on a computer to
view, join, and end meetings. Using Meeting Center on iPhone does not require a
Web browser. Instead, a WebEx Meeting client (or application) is installed on
iPhone to provide most Meeting Center functionalities.
The following table provides a list of supported and unsupported Meeting Center
functionalities on iPhone.
Supported Functionalities Unsupported Functionalities
Starting scheduled meetings. Scheduling a meeting directly from

iPhone.
Joining meetings that are in progress. Viewing videos.
Ending scheduled meetings. Starting ad hoc meetings.
Ending meetings that are in progress. Recording meetings directly from iPhone.
Using the chat (instant messaging) feature. Starting Pay Per Use meetings.
Viewing shared items such as applications or
the desktop of another attendee.
Joining Pay Per Use meetings.
Enabling iPhone integration with Meeting Center

The Site admin needs to enable the integration of the iPhone WebEx application
with Meeting Center for Meeting Center to work on iPhone. When the integration
is accomplished, every meeting invite email that an invitee receives contains the
following information:
■ Instructions to join the meeting using iPhone
■ A link to join the meeting using iPhone.
■ A link to download the iPhone WebEx application if the invitee has not installed
it yet.
Additionally, you need to ensure that the following prerequisites are met before you
try to enable the iPhone integration with Meeting Center.
■ The Super admin has created the iPhone Client and Mobile Web Access session
types.
■ These session types are enabled by default for Meeting Center Pro and Standard
meetings.
If these prerequisites are not met, the iPhone section will not be displayed in the
invitee email.
To enable iPhone integration with Meeting Center:
72
3 Scroll down if required, and select iPhone WebEx application to enable the
iPhone integration with Meeting Center.
73
Managing Meeting Center scheduling templates

get an overview of scheduling templates About managing Meeting Center scheduling

make a Meeting Center scheduling template Showing or hiding Meeting Center scheduling
available or unavailable to hosts template on page 74
set the default Meeting Center scheduling Setting the default Meeting Center scheduling
template template on page 75
delete Meeting Center scheduling templates Deleting Meeting Center scheduling
About managing Meeting Center scheduling templates

For Meeting Center sites only
A scheduling template defines many of the settings for a scheduled meeting. If hosts
often use the same settings for their meetings, you can save those settings in a
template. When scheduling meetings, a host can select the template to avoid having
to set many of the same options for each meeting.
There are two types of scheduling templates:
■ Standard scheduling templates: Available for all hosts. Your WebEx service
includes a set of standard templates. You can also make hosts’ personal
templates available as standard templates.
■ Personal scheduling templates: A template that a host sets up and that is
available only for that host. A host can create a personal template from within
the meeting scheduler, by using the Save As Template option. When saving a
template, the host also has the option to save the template as a standard
template, by selecting Save As Standard Template. The template then appears in
the list of standard templates in Site Administration.
In the list of standard templates for your Meeting Center service, you can:
■ Show or hide any standard template, including those templates that hosts create
and save as a standard template.
■ Make any standard template the default template for Meeting Center
■ Delete a standard template from your WebEx site
Showing or hiding Meeting Center scheduling template

You can show or hide any standard Meeting Center template. If you show a
template, it appears in the list of available templates in the Meeting Center
scheduler.
74
To show or hide an Meeting Center scheduling template:

4 In the Make Visible column, do one of the following:
■ To show a template, select the check box for the template.

■ To hide a template, clear the check box for a template.
Setting the default Meeting Center scheduling template

The default Meeting Center scheduling template is automatically selected when a
host opens the Meeting Center scheduler.
To set the default Meeting Center scheduling template:
default template.
Deleting Meeting Center scheduling templates

You can delete an Meeting Center scheduling template, thus preventing it from
appearing in the Meeting Center session scheduler.
To delete Meeting Center scheduling template:
Note You cannot delete the Meeting Center Default template.
75
Maximum Video Bandwidth option

This option is available on the Site Settings >Site Options page. The option Set
maximum video bandwidth allows the site to set the maximum video frame rate for
video in-meeting. The default is 15 fps.
76
6
Setting Sales Center Options
add or edit information about subject matter Adding information about subject matter
experts experts on page 78
add or edit product definitions for Sales Adding or editing product definitions on
Center, so you can associate them with page 78
specific users
let members of the sales team to add portals Allowing sales team members to set up sales
to your site portals on page 79
let sales managers silently monitor sales Allowing sales managers to monitor meetings
meetings on page 80
to view in-bound meeting reports Viewing Sales Center reports on page 182
to customize in-bound meeting branding Customizing in-bound meeting branding on
page 81
77
Chapter 6: Setting Sales Center Options
Adding information about subject matter experts

When you add sales team members, you will assign a role to each person such as
Sales Representative, Team Manager, or Subject Matter Expert (SME). When you
add a SME, you can also associate that person with a product and an AIM Pro or
WebEx Connect screen name so that sales team members can search for SME’s with
specific knowledge.
For instructions on adding or editing sales team members see About user accounts
on page 30.
Adding or editing product definitions

Use this procedure to define products; later you can associate these products with
with users who have subject-matter expertise about them.
To add a product definition for Sales Center:
2 In the Site Settings for drop-down list, select Sales Center.
3 Click the Product Definition link.
■ Click Add Product to add a product.

The Product Definition Add Product page appears.
■ Click the Edit link for the existing product that you want to edit.
78
The Product Definition Edit Product page appears.
5 In the Name box, type the name of the product.
6 In the Description box, type a description of the product.
7 On the Add Product page, click Add. On the Edit Product page, click Submit.
Tip You can now add or edit a user's account to designate the user as a subject
matter expert, and then associate the product with that user. See About user accounts
on page 30 for details.
Allowing sales team members to set up sales

portals
Sales team members can set up portals to share meeting calendars, contact
information and photos, and documents with prospects. Use this procedure to
enable portals on your site.
To allow sales team members to add sales portals:
3 Check the Enable sales portal box.
Tip For detailed instructions for setting up and managing portals, see the Sales
Center User’s Guide on the Support page of your WebEx service site.
79
Allowing sales managers to monitor meetings

Managers can monitor meetings that were scheduled by their sales team members
by joining in “silent mode”. The meeting participants will not know that the
manager is present. During the meeting the manager can:
■ Hear and see everything that occurs, however the manager’s phone is muted so
the manager cannot speak.
■ Read chat messages and notes, but cannot send them.
To allow monitoring for sales managers:
3 Select the Enable monitoring for Sales Managers check box.
Allowing sales team members to join meetings

without logging in
Sales team members can join meetings without logging in. After joining the
meeting, team members have full access to all meeting resources.
To allow team members to join meetings without logging in:
1 On the navigation bar under Manage Site, click Site Settings.
3 Select the Site Options Allow sales team members to join meetings without
logging in checkbox.
80
Customizing in-bound meeting branding

The Site Administrator can customize in-bound meeting branding by updating the
customer dashboard with company logo and colors. You can also add text and
photos for a personalized look and feel.
To allow team members to customize in-bound meeting branding:
3 Click the In-bound Meeting Branding link.
4 To create new branding styles, click Branding Styles.
Note All queues are automatically assigned to the default style, Generic Style. The
default style cannot be deleted, unless you change it to no-default. You can set any
style to default by selecting the Default Style button next to the style name.
5 Click on Create New Styles button.
81
6 Click on the tabs to change brandable items, images, headers, messages, and
fonts, and colors. To revert all brandable items to WebEx default settings, click
Revert All. To see what the new style will look like, click Preview. When you are
finished making changes, click Save.
7 Click Assignment to select the branding style to assign to a queue.
8 Assign each queue a style from the Branding Style drop-down list. To see what
the new style will look like, click Preview. When you are finished making
changes, click Save.
Note To more information on viewing reports for Remote Support, see Viewing
Sales Center reports on page 182.
82
7
Setting Remote Support
Options
download and run Remote Support client Setting Remote Support download options on
page 84
manage support sessions Managing support session forms on page 85
configure the session window Customizing the Remote Support session
window on page 88
set options for CSR application sharing Specifying options for sharing CSR
applications on page 91
set time to make session inactive Automatically ending inactive sessions on
page 93
add information for support Customizing instructions for support
representatives on page 93
83
Chapter 7: Setting Remote Support Options
Setting Remote Support download options

To use Remote Support, your users need to download, install, and configure
WebEx Support Manager. By default, it is automatically installed and updated when
users access Remote Support, however, you can have users manually download and
run the installer when it’s required.
You can choose to have users use ActiveX or Java to download the Remote Support
client. If you choose:
■ Java—Remote Support runs in a standalone client.
■ Active X—Remote Support runs in a Web browser, however, you can also allow
users to download and use an Active X-based standalone client.
■ Temporary Folder Solution (TFS)— Use this option if your company does not
permit ActiveX and Java downloads
To specify which method to use to download the Remote Support client software:
2 In the Site Settings for list, select Remote Support.
3 Select one of the following:
■ ActiveX
■ Java client
■ Temporary Folder Solution (TFS)
4 If you selected Active X and want to enable the standalone client, select
Standalone client.
5 Click Update.
Allowing customers to choose agents

Use this procedure to allow customers to select from a list of available agents when
they request a support session from your site.
To allow customers to select from a list of available agents:
3 Select Allow customers to join a session by selecting from a list of available

agents.
4 Indicate if you want agents to be listed by their first or full names.
5 Click Update.
84
Managing support session forms

Before and/or after sessions, you can have Remote Support ask users to provide
information. For example, you can use:
■ Pre-session forms that customers can use before joining sessions to provide
contact information or to ask questions.
■ Post-session forms that customers can use when leaving sessions to provide
comments about the service.
Customizing items on the pre and post-session forms

Use this procedure to customize pre and post-session forms.
To customize the pre and post-session forms:
3 Click the Forms link. The Forms page appears.
4 Select the type of form you want to customize (Pre-Session or Post-Session).
5 Check the box in the column for each item you want to appear on the form.
6 Check the box in the column for each item you want to require that attendees
complete on the form.
7 To add a new item to the form, click Add New.
8 To add a text box where users can enter information:
85
a Click Text box.
b To create a text box that is more than one line, click Multi-line.
c At Text box label, enter the name that you want to appear next to the box.
d At Width, enter the width of each line in the box.
e Click Save.
9 To add a option box that users can use to select a single option:
a Click Check boxes.
b At Group label, enter any text that you want to appear before the options.
c At Check box..., enter the name that you want to appear for each option that
users can select.
d If you want an option to appear selected, choose Selected from the list at the
left.
e Repeat steps c and d for each additional option you want to provide on the
form. To add more options, click the Add drop-down list and select the
number of options you want to add.
f Click Save.
10 To add a check box that users can use to select one or more options:
a Click Options buttons.
c At Choice..., enter the name that you want to appear for each option that
users can select.
left.
e To make one of the choices the default option, select which option from the
Default choice drop down list.
f Repeat steps c and d for each additional option you want to provide on the
g Click Save.
11 To add a drop-down list that hat users can use to select a single option:
a Click Drop-down list.
c At Choice..., enter the name that you want to appear for each option that
users can select.
left.
86
e To make one of the choices the default option, select which option from the
Default choice drop down list.
f Repeat steps c and d for each additional option you want to provide on the
g Click Save.
12 To change the order of the items on the list, from the form page:
a Click Change Order.
b Select the item you want to move and then use the up and down arrows to
move it.
c Click Save.
13 Click Save to save your changes.
Embedding the pre-session form

Use this procedure to generate HTML code that you can use to embed the
pre-session form to your Web page or a button that links to it.
You can choose from several types of buttons that users
click to display the pre-session form
To add the form or links to the from to your Web page:

3 Click on the Forms link.
4 Click Pre-Session.
5 Select the Embed Form tab.
■ Embed the form within any of your own web pages—to generate the HTML
code for the pre-session form
■ Embed a button linking to form on any of your own web pages—to generate
the HTML code for a link to the pre-session form
7 If you are creating a button, select the type of button that you want to create in
the Default Buttons section.
87
8 Click the Generate HTML button to display the HTML code in the text box.
9 Click the Preview button to show the Pre-Session Form or your selected button.
10 Select either the Go Back button or the Forms tab and then click Save.
Note
■ The pre-session form always includes a support session number that Remote
Support automatically creates for each support session. You cannot remove this
number from the form.
■ The information that you obtain in a pre or post-session forms is stored in the
support session’s log. You can view the log and export the data into a file that
you can open in a spreadsheet or database program.
Customizing the Remote Support session window

You can customize the Remote Support session window (dashboard) that
customers use to enter messages. You can use change the forms to any colors, fonts,
and graphics you desire, change the wording of status messages, or add a photo.
1 Header height
2 Header background color
3 Header title
4 Header border
5 Photo
6 Background color
7 Powered by WebEx Logo
To create a branding style:

2 In the Site Setting for drop-down list, select Remote Support.
3 Click Branding.
88
4 Click Create New Style.
5 Enter a name for this new style.
Note You can enter up to 40 characters; do not use any of the following
characters in the name:
%#^{}/\*?:|”@
6 To change the images that appear on the window, click the Images tab and then:
To change... Do this...
The WebEx logo Check the box next to Powered by WebEx logo.
The CSR’s photo Check the box next to Agent photo. The photo that the CSR has
saved in his or her My Profile page will appear when this option is
selected.
A generic photo Check the box next to Generic photo. The photo that the CSR has
saved in his or her My Profile page will appear when this option is
selected. To upload a different photo from your computer, in the
CSR Photo section, click Browse, select one, then click Upload
File.
Note The photo you upload should be no longer than 130 x 130
pixels.
7 To change the header, click the Header tab, then:
The header title At Header title, enter the name (up to 50 characters) that you want
to appear in the window header area.
Note Do not use the following characters in the name:
%#^{}/\*?:|”@
Tip To change the color of the text, see Step 9.
The header height At Header height, enter the desired number of pixels.
The header type At Header type, select Standard or Custom. If you select Custom,
enter your HTML code in the box and click Upload New Images in
the Custom Images box.
The header image Select the Upload icon to upload an image.
89
The header using At Header type, click Custom, then:

your own HTML and
a Enter the HTML code in the box.
images
b Click Upload New Images to upload any images that are
referenced in your HTML.
Note In your HTML, format references to the images as indicated:
8 To change the status messages that appear in the dashboard, click the Messages
tab and change the text in the Text Message box.
9 To change the fonts and colors used, click the Fonts & Colors tab and:
Header background At Header background color, enter the hex color value or click the
color color box and select one from the palette.
Header border color At Header border color, enter the hex color value or click the color
box and select one from the palette.
Header border width At Border Width, enter the width of the line that surrounds the
header (enter “0” for no border).
90
Header title color At Header title color, enter the hex color value or click the color
box and select one from the palette.
Header font At Font, enter the HTML code to specify the default and alternative
font, weight and size. For example:
font-family: verdana; font-size: 12px;
font-weight: bold; padding-right: 12px;
padding-top: 12px;
Background color At Background color (dashboard) and Background color (web
page), indicate the color to use for the dashboard and web page;
enter a hex color value or click the color box and select one from
the palette.
Text colors At Text color (dashboard) and Text color (web page), indicate
the color to use for the dashboard and web page; enter a hex color
value or click the color box and select one from the palette.
10 Click Preview to see the results.
11 Click Save.
Specifying options for sharing CSR applications

You can specify how a shared application or desktop appear during support
sessions:
■ Full-screen or standard window view
■ Scales shared application or desktop to fit the window
■ Whether a shared application or desktop appears in 256 colors or 16-bit color in
the full-screen view or standard window in which it appears
■ The default display mode, which determines the speed of software sharing and
the quality of the images
You can override these options for individual support representatives by editing
their user accounts.
To specify display options for software sharing:
3 In the CSR Preferences section, click the CSR Dash Customization link.
4 To specify how shared applications appear, select one of the following:
Full screen - scale to fit Display in full-screen view

Full screen Use all available space to display shared application or
desktops.
Window - scale to fit Adjust to fit the window in its entirety.
91
Window Specifies that a shared application or desktop appears in a

window a support representative's or customer's screen, but
that the size of the application or desktop is not adjusted to fit
the window in its entirety.
5 To specify the quality of the color used to display shared applications, select one
of the following:
256 colors Specifies that a shared application or desktop appears in 256

colors in the viewer or the support representative's or
customer's screen. This option requires less bandwidth for
sharing applications or desktops than does the High color
option, but. Thus, this option is useful if a customer is using a
dial-up connection to attend a support session.
Note If this option is selected, you must select the Screen
Sampling display mode as the default mode for your site.
A support representative can change the display mode during
a support session, by clicking the Session tab on the CSR
Dashboard, and then clicking Session Options.
High color (16-bit) Specifies that a shared application or desktop appears in 16-bit
color in the viewer or the support representative's or customer's
screen. This option requires more bandwidth than the 256
color option, but provides better imaging quality.
6 Click Save.
Automatically recording CSR sessions

You can set up Remote Support to automatically record all support sessions on your
site. When sessions end, Remote Support saves the recording to a location you
specify and with the session number indicated in the file name:
SessionNumber.wrf
Note If you enable this option, CSRs cannot manually start the WebEx Recorder
manually during support sessions.
To automatically record sessions:

2 In the Site Settings for drop-down list, select Remote Support.
3 Under CSR Preferences, click the CSR Dash Customization link.
4 Check the Enforce recording automatically when meeting starts box to

automatically begin recording when a meeting begins.
5 Select Network-based recording (NBR) or Save recording at local computer.
6 At Location, specify the location to save session recordings.
92
7 Click Save.
Automatically ending inactive sessions

If a support representative is inactive for a specified period of time during a session,
Remote Support can automatically end the session. Before ending the session,
Remote Support can warn the CSR that the session will automatically end unless the
CSR asks that the session be continued.
To set inactivity alerts:
3 In the CSR Preferences section, click CSR Dash Customization.
4 In the Features section, select Alert the agent if the support session is idle for
more than, and then enter the number of minutes to wait before ending the
session.
5 To have the session end if the CSR doesn’t respond, select Automatically end
session if agent doesn’t respond to alert after and then enter the number of
minutes to wait.
6 Click Save.
Customizing instructions for support

representatives
Remote Support provides instructions that a support representative can follow to
help a customer join a support session and to use support options. CSRs can access
these instructions by clicking the Instructions link on the CSR Dashboard.
Use this procedure to change those instructions. For example, you might add
information about your company's support policies, recommendations for
maintaining security, or how to use specific support options.
Tip You can prepare your plain text or HTML-formatted instructions in another
application, then copy and paste them into the box on this page.
To customize instructions for support representatives:

3 In the CSR Preferences section, click CSR Dash Customization.
93
4 In the Instructions section, select Custom instructions.
■ Plain text—the instructions will not be formatted. You may enter up to 2000
characters.
■ HTML—you can format the instructions to add numbered lists and bullets,
align the text, add horizontal lines, backgrounds, and any formatting possible
with HTML coding. You may enter up to 4000 characters.
Note The default instructions include the variable %SessionID%, which Remote
Support automatically replaces with the support session number. If you remove
this variable from the message, users will have to enter the session ID before they
can join a session. Therefore we recommend that you include this variable in
your custom instructions.
6 Enter your instructions in the box.
7 Click Save.
94
8
Setting Training Center
Options
set up eCommerce for Training Center Setting up Training Center eCommerce on

page 96
set up eCommerce online payment providers Entering your online payment provider
for Training Center information on page 97
set up coupons for eCommerce for Training Adding and deleting discount coupons on
Center page 102
Set default Training Center email options Setting the Training Center email options on
page 105
95
Chapter 8: Setting Training Center Options
Setting up Training Center eCommerce

If your Training Center Web site has
the attendee eCommerce option
enabled, training session hosts can
schedule sessions or publish
recordings and then have attendees
pay by credit card to access them.
Tip If the Attendee eCommerce

option is enabled for your site, you’ll
see eCommerce options in the Site
Options section of your Training Center Site Settings page.
To set up the eCommerce option:

■ Enter information about your credit card providers (see “Entering your online
payment provider information” on page 97)
For Verisign, see “Entering your PayPal Payflow Pro/Verisign payment
information” on page 97.
For PayPal Website Payments Pro (Canada), see “Entering your PayPal
Website Payments Pro (Canada)” on page 98.
For PayPal Payments Pro (US), see “Entering your PayPal Payments Pro
(US) payment information” on page 100.
For PayPal Payments Pro (UK), see “Entering your PayPal Payments Pro
(UK) payment information” on page 101.
■ Change the eCommerce mode to “production.” If you need to change options
you can also use this feature to set the mode to “test” so that you can make sure
your changes work as desired before you release them to your attendees (see
“Switching between test and production modes” on page 102)
Optionally you can:
■ Create the discount coupons option to provide one-time or multiple discounts
■ Customize the sales confirmation email message that attendees receive (see
“Customizing your email templates” on page 106)
■ Customize the Credit Card page that attendees use to enter their credit card
information (see “Customizing the Credit Card page” on page 105)
96
Entering your online payment provider information

Use this procedure to enter your online payment provider information so that you
can process credit card transactions from your Training Center site.
Important Training Center supports the PayPal Payflow Pro/Verisign and

PayPal Website Payments Pro (Canada, US, and UK) payment processing
service. Before you perform this procedure you need the appropriate Verisign
and PayPal configuration information.
Entering your PayPal Payflow Pro/Verisign payment information

To enter your Verisign information:
2 In the Site Settings for drop-down list, select Training Center.
3 Click the Settings button next to Attendee eCommerce.
4 Under General E-commerce parameters, click Specify Providers. You can

choose from Verisign, PayPal Payflow Pro, PayPal Website Payments Pro
(Canada), PayPal US and PayPal UK.
5 Select Verisign from the Provider list and enter the information as shown in
Configuration Items—PayPal Payflow Pro/Verisign on page 97.
6 Click Update.
Configuration Items—PayPal Payflow Pro/Verisign

Enter all provider information as described below, and then click Update.
97
Server name Enter the URL for your test and/or payment processing
(production) server. For production mode, use the name that
your online payment service provider provides. For test mode,
enter “pilot-payflowpro.paypal.com.”
Port number Enter the port number that your site uses to establish a
connection with the payment processing server. For production
mode, use the number that your online payment service
provider gives you. For test mode enter “443”.
Partner ID Enter the partner identification.
User ID Enter the user identification number or name that your site uses
to log in to the payment processing server.
Password Enter the password that your site uses to log in to the payment
processing server.
Partner ID Enter the identification number or name for your online
payment service. For production mode, use the ID your online
payment service gives you.
Credit cards/debit Enter the supported credit and debit cards for your site.
cards...
Currency symbol... The currency symbol displayed on your site. Verisign only
supports USD $ (U.S. Dollar).
Entering your PayPal Website Payments Pro (Canada)

To enter your PayPal Website Payments Pro (Canada) information:
4 Under General E-commerce parameters, click Specify Providers. You can

5 Select PayPal Website Payments Pro (Canada) from the Provider list and enter
the information as shown in Configuration Items—PayPal Website Payments Pro
(Canada) on page 99.
98
6 Click Update.
Configuration Items—PayPal Website Payments Pro (Canada)

enter “api.sandbox.paypal.com/nvp”.
Partner ID Enter the partner identification.
processing server.
cards...
Currency symbol... Click Change to change the currency symbol displayed on your
site. PayPal Website Payments Pro (Canada) supports CAD
C$ (Canadian Dollar) as the default currency.
99
Entering your PayPal Payments Pro (US) payment information

To enter your PayPal Payments Pro (US) information:
4 In the General E-commerce parameter section, click Specify Providers. You can
5 Select PayPal Website Payments Pro (US) from the Provider list and enter the
information as shown in Configuration Items—PayPal Payments Pro (US) on
page 100.
6 Click Update.
Configuration Items—PayPal Payments Pro (US)

enter “api.sandbox.paypal.com/nvp”.
100
PayPal login email Enter the email address to log in to the PayPal account.
address
cards...
Currency symbol... Click Change to enter the currency symbol displayed on your
site.
Entering your PayPal Payments Pro (UK) payment information

To enter your PayPal Payments Pro (UK) information:
4 In the General E-commerce parameter section, click Specify Providers. You can
5 Select PayPal Website Payments Pro (UK) from the Provider list and enter the
information as shown in Configuration Items—PayPal Payments Pro (UK) on
page 101.
6 Click Update.
Configuration Items—PayPal Payments Pro (UK)

101
enter “pilot-payflowpro.paypal.com.”
Merchant login ID Enter the merchant login identification number or name that
your site uses to log in to the payment processing server.
processing server.
cards...
Currency symbol... Click Change to enter the currency symbol displayed on your
site.
Switching between test and production modes

While you are configuring the eCommerce option, you can enable the “test” mode
so that you can test your changes without making actual transactions. When you are
finished configuring the eCommerce options, you can change the mode to
“production” so that users can make charges using the changes you tested.
To change eCommerce modes:
2 In the Site Settings for list, select Training Center.
3 Next to Attendee eCommerce, click Settings.
4 At Mode of operation, choose Production or Test.
5 Click Update.
Adding and deleting discount coupons

Use this procedure to set up discount coupons that attendees can use to receive
one-time or multiple discounts.
To create discount coupons:
102
4 In the General E-commerce parameter section, select the Enable or Disable

coupons button.
5 To create a coupon, make sure coupons are enabled, and click the Coupons
button.
6 To delete a coupon, check the box next to the name of the coupon and click
Delete Coupons.
7 To create a new coupon click Create Coupons.
8 Enter the following information on the Create Coupons page.
Field Description
Coupon Code Length Enter the length of the coupon code.

Company or Individual Enter the name of the company or person you want to send
the coupon to
Email Enter the email address.
Number of Coupons Enter the number of coupons.
Price (USD$) Enter the amount to be discounted (in U.S. dollars)
Expire in... Enter the number of days that the coupon is valid
Master Coupons To create master coupons, check Master Coupons.
9 Click Create and close the Create Coupons page.
103
Extending discount coupon dates

Use this procedure to set up discount coupons that attendees can use to receive
one-time or multiple discounts.
To create discount coupons:
4 In the General E-commerce parameter section, select the Enable or Disable

coupons button.
5 To extend a coupon date, make sure coupons are enabled, and click the
Coupons button.
6 Check the box next to the name of the coupon you want to extend and click
Extend Coupon Date.
7 Enter the number of days from today’s date that you want to extend the coupon.
8 Click Update and close the Extend Coupon Date page.
Entering your company information

Use this procedure to enter the name and support information you want to appear
for your company in attendee eCommerce confirmation email messages.
104
To enter your company information

4 In the General E-commerce parameter section:
At Merchant name enter the name you want to appear for your company or
organization.
At Support info, enter an email address or phone number you want attendees
to use to get support with your online payment transactions.
5 Scroll to the bottom of the page and click Update.
Customizing the Credit Card page

If a host schedules a session or publishes a recording on your site and wants to
charge attendees to access them, the Credit Card page appears so that attendees can
provide their credit card information. You can change the page’s header and footer
text.
For example, you might want to put additional information or instructions in the
header or your organization's terms and conditions in the footer.
To set up the Credit Card page:
4 In the Customize Text for Attendee Payment Page section, change or add text to
the header (top) or footer (bottom) of the page.
5 Click Update.
Setting the Training Center email options

Training Center provides a variety of email messages to automatically send when
certain events occur. You can enable or disable email messages or specify when the
messages are sent.
Note A training host can choose which email to send when they schedule sessions,
thereby overriding your selections. Hosts can also customize the content these
email messages. For more information, refer to Training Center online help or the
Training Center User’s Guide on the Support page of your Training Center site.
105
To specify Training Center email options:

3 For Default email options, select the email messages you want to send.
4 To have WebEx send reminder email messages before sessions begin, under
Reminder, indicate who (attendees, hosts, or both) and the amount of time
before the session begins that you want messages sent.
Customizing your email templates

Once an attendee makes an online payment to attend a training session or view a
published recording on your site, the attendee receives a payment confirmation
email message. You can use this procedure to change the following items in that
message.
To set up the payment confirmation email message:
4 Click the link for the email you want to update and change any of the following:
The “from” email address

The message subject
The email body text, you can change or delete the text and variables.
Caution Variables are placeholders that WebEx will later substitute for other
information; variables appear as a word with a percent sign (%) before and after
it (e.g. “%lastname%”). You can delete or more variables, but you can’t change
the variable name.
5 Scroll to the bottom of the page and click Update.
106
9
Managing Email Templates
modify an email template Customizing email templates on page 108

revert an email template to its default Restoring the default email template on
page 109
107
Chapter 9: Managing Email Templates
Customizing email templates

Your WebEx service automatically sends email messages, for example when hosts
schedule or change sessions. If your site has the email templates option, you can
change the templates that define those email messages. You can also revert any
email template to its default state.
Note For information about enabling the email templates option, contact your
WebEx account manager.
To customize an email template:

1 On the navigation bar, under Manage Site, click Email Templates.
A list of available email templates appears.

2 If your WebEx site has multiple services, at Existing Email Templates for, select
the service whose templates you want to customize.
3 Click the template you want to change.
4 Change the text and remove or rearrange variables, as needed.
Important You can also move variables, but do not change their names.
Variables appear with a percent (%) sign before and after their name.
108
5 Click Update.
Restoring the default email template

If you customized an email template, you can restore it to its original state.
To revert an email template to its default state:
1 On the navigation bar, under Manage Site, click Email Templates.
2 Check the box next to the template that you want to restore.
3 Click Revert to Default at the bottom of the page.
4 A message appears, allowing you to confirm that you want to revert template to
its default state. Click OK.
109
110
10
Managing Site Security
specify security options Setting security options on page 112

specify strict password criteria Specifying SSO Configuration on page 115
enable digital certificates Enabling digital certificates (PKI) on page 118
111
Chapter 10: Managing Site Security
Setting security options

Site Administration provides several methods for preventing unauthorized use of
your WebEx service site. You can:
■ Specify strict password criteria to make passwords more difficult to guess
■ Require that meeting attendees provide passwords to prevent unauthorized
access to WebEx sessions
■ Review all requests for lost passwords
■ Allow the use of Access Anywhere
To specify security options:
2 To set other security options, under Security Options, select any of the following
options:
Option Description
Account management section

Allow user to change Select this to allow users to change user names by editing their
user name user profiles. This option is unavailable if the Auto Login option
is enabled for your site.
Allow user to change Select this to allow users to change his or her default personal
personal URL URL. For example, if a user's Personal URL is
http://acme.webex.com/meet/joe_smith
the user can go to the My Profile page and change the directory
portion of the URL, e.g. “joe_smith “, to something else.
Lock out account after Select this and then specify the number of times a user can try
[N] failed attempts to log to log in before they have to contact you for assistance. You can
in also choose to have site administrator notified when accounts
are locked out.
Automatically unlock Select this to automatically unlock accounts after the number of
account after [N] minutes minutes you specify.
Deactivate account Select this to specify how many days an account can be inactive
account after [N] days of before it is deactivated. An account is “active” whenever a user
inactivity logs on. The timer starts when the option is activated.
Important: No communication is sent to the user from Site
Admin informing them that their account has been made
inactive!
Allow user to change Select this to allow users to change passwords, even if the Auto
password even if Auto Login APIs are in use.
Login APIs are on
Display Login Assistance Select this to allow users to view login assistance information
when they log into one of WebEx services (Meeting Center,
Sales Center, Support Center or Training Center).
Account Signup section
112
Option Description
Confirmation required for Select this to require confirmation for users to sign up for an
new accounts account. Additionally, you can specify the number of days for
which the confirmation link will be active. If the account is not
activated within that period, the link will expire.
Notify all site Select this to notify all site administrators when a new user
administrators whenever account is created.
a new account is created
Show security check in Select this require new users to type the letters or digits of a
the signup form distorted image that appears on the screen for added security.
Password management section
Require strong Select this to require that all new and changed user passwords
passwords for new user comply with the password criteria that you specify. For more
accounts information about strict password criteria, see “Specifying
strong password criteria” on page 115.
Allow user to save Select this to allow users to save password information in
account password in browser cookies so that they don’t have to enter passwords
cookies each time they use the same computer to log in.
Do not allow reuse of the Also know as the “cyclic passwords” option, select this to
last [N] passwords prevent users from selecting the same password until they
select a specified number of unique passwords.
Do not include Select this option to exclude password information from the
passwords in emails... email message that users receive when they reset passwords.
Instead, the email contains a link to an SSL-protected web page
that contains the password. The next option allows the user to
view the page only once.
Allow access to When the option above is selected, use this option to allow
password page one time users to access the password page just once.
only
Password reset section
Number of days before Select this option to limit the number of days that temporary
temporary password passwords are valid.
must be changed
Password aging section
Force all users to change Select this to force users to change passwords after the
password every [N] days specified number of days.
Force all users to change Select this to force users to change passwords the next time
password on next login they log in.
Meetings section
All meetings must be Applies to Sales Center, Meeting Center, Event Center, and
unlisted Training Center. Select this to require that all WebEx sessions
be unlisted on the site calendar.
Allow attendees or Applies to Meeting Center, Event Center, Sales Center, and
panelists to join before Training Center only. Select this to allow attendees or panelist
host to join sessions before the joins the session. You can also allow
attendees or panelists to join a teleconference before the host.
113
Option Description
All meetings must have a Applies to Meeting Center, Event Center, Sales Center, and
password Training Center only. Select this to require that users must
provide a valid password for all scheduled WebEx sessions.
Important By default, the all meetings must have a password
option is selected. WebEx strongly recommends that you leave
this option selected to help ensure the security of meetings on
your site.
Require strict password Select this to require that all WebEx session passwords comply
for meetings with the strict password criteria that you specify. For more
information about strict password criteria, see “Specifying SSO
Configuration” on page 115.
Display teleconference This option controls the display of teleconference information
information on meeting when Personal Conference Numbers are used for telephony.
Info tab and Information Subscriber access code information can also be displayed with
window a sub-option. By default, the options are enabled but can be
disabled for security.
Automatically end Applies to Meeting Center, Event Center, Sales Center, and
meetings if there is only Training Center only. Select this option to automatically end
one participant WebEx sessions after a specified period of inactivity. You can
specify that session hosts be warned a certain number of
minutes so that they can prevent the meeting from automatically
ending in a specified number of minutes.
Include Host Key in host Applies to Meeting Center, Event Center, Sales Center, and
meeting emails Training Center only. Select this option to automatically include
the host key in the host meeting emails.
Share folders section
Hosts cannot share Select this to prevent users from sharing y files and folders on
folders their My Files page.
Hosts can share folders Select this to allow users can display files and folders from the
My Files page on their Personal Meeting Room page. Than
select who users can share files with from the drop-down list.
All shared folders must Select this to require that users specify a password for others
have a password who want to access their shared folders.
Apply strict password: When you select the option above, select this to require that
users select shared folder passwords which match your strict
password requirements. For more information about strict
password criteria, see “Specifying SSO Configuration” on page
115.
Other section
Require login before site Select this to require that all users must have an account and
access log in to your WebEx service site to host or attend WebEx
sessions.
Require attendee email Applies to Meeting Center, Sales Center, and Training Center
address only. Select this to require that attendees provide an email
address to join WebEx sessions.
All Access Anywhere Select this to require that users specify Access Anywhere
sessions must use strict passwords that conform to your strict password criteria. For
access code more information about strict password criteria, see “Specifying
SSO Configuration” on page 115.
114
Option Description
Allow user to store Select this to allow users to store and access personal
personal information for information, such as name, email, and registration. You can
joining meetings and also use this option to remember previously and frequently used
call-back numbers when using the Join Teleconference dialog.
teleconferences
Allow individual hosts to Select this to allow a host to transfer ownership of a
reassign their recordings network-based recording file to another user.
Specifying SSO Configuration

You can set up SSO configuration and Partner SAML Authentication Access. Only
X.509 certificates are supported.
To configure certificates:
1 On the navigation bar, under Manage Site, click SSO Configuration.
2 Click the Site Certificate Manager link a the top of the page.
3 At Import your certificate, click Browse to import a certificate to your site.
4 Enter the directory and file name for your certificate and click Open.
5 Click OK, then click Close to close the Certificate Manager.
Viewing Certificates
To view certificates:
1 On the navigation bar, under Manage Site, click SSO Configuration.
2 Under Partner SAML Authentication Access, click View Details to the right of
the Certificate you want to view.
3 Click Close to close the certificate page.
Specifying strong password criteria

You can mandate that passwords conform to a password format you specify. You
have several options to mandate a specific password format. These typically include
specifying that a password must:
■ Contain a minimum number of characters, numbers, and special characters
■ Contain a combination of upper and lowercase letters
■ Not contain the site URL, the host name, the WebEx session topic name, or
115
contain specific words
Using specific characters in your passwords

Account passwords are automatically generated when a user signs up for a fresh
account, resets the password, or imports account information from a .csv file. In
such cases, you cannot use the following characters in the
(automatically-generated) password:
■ ‘ (back quote, the character located on the tilde key)
■ L (uppercase L)
■ l (lowercase L)
■ 1 (the numeral, one)
■ O (uppercase O)
■ o (lowercase O)
■ 0 (the numeral, zero)
However, this restriction will be overridden if the site security settings enforce the
use of special characters.
To specify strong password criteria:
2 (Optional) To specify the types of passwords you want to conform to the strong
password criteria you specify, scroll down to the Security Options section and
select any of the following:
Password type Select this...
User accounts Require strong passwords for user accounts.

Note Specifying strong password criteria for user
accounts is mandatory. This check box is selected by
default and cannot be unchecked.
Meetings and other types of Require strong passwords for meetings
WebEx sessions
Share folders Apply strong meeting password criteria
Access Anywhere sessions All Access Anywhere sessions must use strong
meeting password criteria for access code
3 To set the password criteria, scroll down to the Strong Meeting Password
Criteria section and choose from the following options:
Option Description
Require mixed case Select this to require that all passwords contain upper
and lowercase letters.
Note Passwords must contain at least one upper
and one lowercase letter.
116
Option Description
Minimum length Enter the minimum number of characters (letters,

numbers, and special characters) that passwords
must contain.
Minimum number of numeric Enter the minimum number of numbers that
passwords may contain.
Minimum number of alpha Enter the minimum number of letters that passwords
may contain.
Minimum number of special Enter the minimum number of special characters that
characters passwords may contain.
Tip We recommend not using certain special
characters when you specify your password criteria.
These include characters such as:
❏ ‘ (back quote)
❏ “ (double quotes)
❏ #
❏ -
Avoiding these special characters will prevent
users from making mistakes when they log on
from their mobile phones where these characters
can be hard to locate or confusing to type in.
Do not allow dynamic web page Select this to prevent users from specifying
text for meeting passwords... passwords that contain:
■ the URL for site on which the meeting, event, or
session occurs—for example,
your_company.webex.com
■ the host’s own name
■ the topic name

For example, if the host's name is “Wendy Smith”, the
following passwords are not allowed: Wendy, Smith,
WendySmith, wendy, wendysmith,
wendysmeeting, meetwithwendy, and so on.
Do not allow any character to be Select this to prevent users from repeating any
repeated 3 times or more character three times or more.
Do not allow dynamic web page Select this to prevent users from specifying user
text for account passwords (site account passwords that contain the site or host
name, host's name, user name) name, user name, or topic name.
Do not allow account passwords Select this to prevent users from specifying WebEx
from this list session passwords that contain text you specify.
Then click Edit List, enter the text you do not want to
allow, and then click Save List.
117
Enabling digital certificates (PKI)

Use digital certificates to encrypt WebEx session data and prevent unauthorized
access as data travels across the Internet. As the site administrator, you manage the
root certificate that is used to validate all certificates used within your organization.
You can:
■ Import up to 10 root certificates, delete them, or just view information about the
certificate, see “Managing the root certificate” on page 118 for details.
■ Assign certificates to a specific type of WebEx session, see “Assigning a certificate
to a session type” on page 118 for details.
Note Attendees who try to access WebEx sessions without a valid digital certificate
will be asked to check the meeting email invitation for more information about
obtaining a valid certificate. You can edit the message that appears in the email
message (see “Customizing email templates” on page 108 for details).
Managing the root certificate

To manage root certificates:
2 Click Root Certificates at the top of the page.
See a list of digital certificates and the certificate authority issued the certificate.
3 To import a new certificate:
a Click Import Root Certificate.
b To select a certificate from a local drive, click Browse and select the
certificate.
Note Certificate files have the file extension “crt” or “cer”.
c To enter the content of a certificate file, enter it in the text box.
d Click Import.
4 To delete a certificate, check the box next to the certificate and click Delete.
5 Click Update.
Assigning a certificate to a session type

To assign a root certificates to a WebEx session type:
1 On the navigation bar, under Session Types, click Session Type List.
118
2 Click the desired session type.
3 Scroll down to PKI encryption and check the box adjacent to it.
4 Click Update.
119
120
11
Managing Session Types
get an overview of managing session types About session types on page 122
create custom session types Creating custom session types on page 122
create a Cisco Unified Videoconferencing Creating a Cisco Unified Videoconferencing
(CUVC) Session Type (CUVC) Session Type on page 124
enable a session type for a host account Enabling a session type for a host account on
page 126
edit a custom session type Changing a custom session type on page 127
activate or deactivate a custom session type Activating or deactivating a custom session
type on page 127
121
Chapter 11: Managing Session Types
About session types

Session types define the features and options that are available for scheduled
sessions. If your WebEx service has the custom session types option enabled, you
can create up to four custom session types for each primary session type that your
service includes.
Note The primary session types for your WebEx service are listed on the Home
page in Site Administration, under Session Types.
For example, if your WebEx service includes the Meeting Center Pro session type,
you can create four additional “Pro” session types that each provide a different set
of features and options.
After you create a custom session type, you can assign it to specific users, to manage
security, bandwidth usage, or similar administrative activities. For example, you
can use session types to prevent specific users from using the “remote control”
option during desktop sharing, so others outside your organization cannot access
files on employees’ computers or on network servers. Simply create a custom
session type that does not include the remote control option, and then assign only
this session type to specific users by editing their accounts.
Depending upon your WebEx pricing model, a certain number of named host
accounts may be associated with each session type. This controls how many people
in your organization can host meetings.
You can manage session types by:
■ Creating custom session types (see “Creating custom session types” on page 122)
■ Changing custom session type features and options (see “Changing a custom
session type” on page 127)
■ Activating or deactivating custom session types (see “Activating or deactivating
a custom session type” on page 127)
Creating custom session types

You can create up to four custom session types for each primary session type that
your WebEx service includes. You must have custom session types options enabled
in order to see Session Types options in the navigation bar. For more information
or if you do not see Session Types in the navigation bar, contact your WebEx
representative.
Note Once you create a new session type, you cannot delete it. However, you can
modify it or deactivate it.
122
To create a custom session type:

1 On the navigation bar, under Session Types, click Add Custom Type.
The Add Custom Session Type page appears.
2 At Session code select the primary session type for which you want to create a
custom session type.
3 At Session name enter a name for the custom session type.
4 In the Features section, select the features that you want to include in the session
type.
5 To allow users to use UCF files with this session type, in the UCF section, check
UCF rich media then indicate the maximum allowed size of UCF files.
6 Click Add. The session type is added to the List of Session Types page.
123
Note To make it possible for hosts to host sessions with the custom session type you
just created, enable the session type for the host user account. See “Enabling a
session type for a host account” on page 126 for details.
Creating a Cisco Unified Videoconferencing (CUVC)

Session Type
The Cisco Unified Videoconferencing (CUVC) session type enables you to
integrate WebEx services with videoconferencing sessions on the CUVC system. A
meeting ID helps you accomplish this integration.
Before you can integrate WebEx services with the CUVC system, ensure that:
■ The Super Admin has enabled the CUVC option for the entire Site.
■ The Site Admin has enabled the CUVC option in the Site Admin settings page.
Note If the Site Admin enables the CUVC option, the CUVC Desktop will replace
WebEx video during a session.
The Site Admin can configure the CUVC integration by using either a Dynamic
CUVC meeting ID or a custom CUVC meeting ID.
To create a CUVC session type:
2 Under the Session Code where you want to create a new CUVC session type,
click Add new custom session type for <session type>.
124
3 In the Add Custom Session Type page, type a name for the session type in the
Session Name box.
4 Scroll down to locate the Cisco Unified Videoconferencing (CUVC) option.
Note If you do not see the Cisco Unified Videoconferencing (CUVC) option,
contact the Super Admin to enable it.
5 Select Cisco Unified Videoconferencing (CUVC) and type the CUVC URL to
enable the CUVC integration with the selected WebEx service. If you do not
provide the CUVC URL, an error message displays when you try to add the
session type.
6 Optional. Configure the CUVC integration by providing either the Custom
CUVC Meeting ID or the Dynamic CUVC Meeting ID.
■ To provide the Custom CUVC Meeting ID, select Allow entering a CUVC
Meeting ID in the meeting scheduler. In this case, the Advanced Scheduler in
Meeting Center displays the CUVC Meeting ID box, as shown in the
following sample graphic.
125
■ To provide a Dynamic CUVC Meeting ID, do not select Allow entering a

CUVC Meeting ID in the meeting scheduler. The WebEx meeting number
will represent the CUVC Meeting ID when you schedule a meeting. You also
need to include a “service prefix” in the %MeetingID% variable for the CUVC
URL. For example,
http://hostname.example.com/path/?ID=<Service_Prefix>%MeetingID%.
The Allow entering a CUVC Meeting ID in the meeting scheduler checkbox
is not selected by default.
7 Optional. Click Example URL to view the Help topic for the CUVC
configuration.
8 Click Add to create the CUVC session type.
Enabling a session type for a host account

Use this procedure to associate a session types for host user accounts.
To assign a custom session type to a user account:
2 Find the user in the list.
126
3 In the Session Type section, select the custom session type.
4 Click Submit at the bottom right-hand side of the page to save your changes.
Changing a custom session type

Use this procedure to change features associated with a custom session type.
To change a custom session type:
2 Click the link for the custom session type that you want to edit.
3 Make changes to the session type.
4 Click Update.
Activating or deactivating a custom session type

Instead of deleting session types, you can deactivate them. Use this procedure to
deactivate session types or to reactivate them.
To activate or deactivate a custom session type:
2 Under Active for a session type, select or clear the check box to activate or
deactivate the session type, respectively.
3 Click Update.
127
128
12
Setting Remote Access Options
get an overview of managing Remote Access About Remote Access options on page 130
configure the default installation settings for Setting default installation options on
Remote Access computers on site page 131
specify the default view and color settings for Specifying Remote Access default view and
Remote Access colors on page 144
specify default security options for Remote Specifying Remote Access security options
Access sessions on your site on page 138
install the Remote Access Agent on remote Setting up computers for Remote Access on
computers page 130
manage Remote Access computers and Specifying Remote Access security options
groups on page 138
assign Remote Access computers and groups Assigning Remote Access groups and
to specific support representatives computers to support representatives on
page 142
monitor Remote Access sessions that support Monitoring Remote Access sessions on
representatives conduct with customers page 143
view Remote Access usage reports Viewing Reports on page 179
129
Chapter 12: Setting Remote Access Options
About Remote Access options

You can manage Remote Access to:
■ Configure the default installation settings for Remote Access computers on your
Support Center site.
■ Specify the default view and color settings for application or desktop sharing
during a Remote Access session.
■ Specify security options for Remote Access sessions on your site, including:
Limit access to Remote Access computers by IP address
Specify access code for connecting to Remote Access computers
Verify access to Remote Access computers by phone authentication
■ Install the Remote Access Agent on remote computers
■ Manage Remote Access computers and groups on your Support Center site,
including:
Adding, deleting, and rearranging computers and groups
Editing descriptive information about computers and groups
Modifying security settings for individual computers or groups
Setting up computers for Remote Access

You can set up a computer for remote access in any of the groups you created. If you
do not know the group for which you want to assign the computer, you can set it
up in the Root group first and assign it to another group later.
To set up a computer for remote access, you or the customer must first install the
Remote Access Agent on the computer—that is, the remote computer. To start a
Remote Access session, a support representative logs in to your WebEx service Web
site on a computer, called the local computer, and establishes a connection with the
remote computer.
Before installing the Remote Access Agent, ensure that both the remote and local
computers meet the minimum system requirements.
There are three ways of installing the Remote Access Agent:
■ Remote Access Setup Wizard: Follow the instructions in the wizard to complete
installation. For details, see “Sending the Remote Access installer link to users”
on page 133.
■ Manual installer: Run the Remote Access manual installer, and then follow the
instructions in the Remote Access Setup Wizard to complete installation. For
details, see “Downloading the Remote Access Agent installer” on page 135.
130
Note The manual installation option is useful if you want to distribute the
installer via CD-ROM or if your system or network does not allow you to install
the Remote Access Agent directly from the Remote Access Setup Wizard.
■ Silent installation: This option allows you to install the Remote Access Agent
without requiring any user interaction, such as specifying options in a wizard.
For details, see “Using a silent installer to install Remote Access” on page 136.
Minimum system requirements

Before installing the Remote Access Agent on a computer, ensure that the computer
meets the following minimum system requirements:
■ Microsoft Windows 2000, XP, or 2003 Server
■ Intel x86 (Pentium 400 MHz +) or compatible processor
■ 128 MB RAM
■ Microsoft Internet Explorer 6+, Netscape 7+, Mozilla 1.4+, or Firefox 1.0+
■ JavaScript and cookies enabled on the Web browser; ActiveX enabled on
Internet Explorer; Java 1.3
■ Internet connection (For the remote computer, a dedicated, broadband Internet
connection, such as DSL, cable modem, ISDN, or T1 connection; for the local
computer, at least a 56K connection)
Setting up the Remote Access Agent for your proxy server

You can install the Remote Access Agent on a server that requires proxy server
authentication. The Remote Access Setup Wizard automatically detects the proxy
server and displays a dialog box in which you provide the proxy server information.
Before you can proceed to the Options panel on the Remote Access Setup Wizard,
provide your information in the Enter Proxy Server Password dialog box, as
follows:
1 Provide the user ID and password in the appropriate boxes, and then click OK.
2 Click Next on the Account Information panel.
You can continue the Remote Access Agent installation.
Setting default installation options

The default values for Remote Access installation on your Support Center site,
which you specify here, take effect to a Remote Access agent when a customer is
invited to install the agent on a remote computer.
131
To configure Remote Access default installation settings:

2 In the Site Settings for drop-down list, select Remote Access.
3 Specify the options under Default Installation Values.
Option Description
Computer name Specifies, when the Remote Access Agent is being installed
on a remote computer, whether the name of the Remote
Access computer matches the machine name of the remote
computer. Users can change the Remote Access computer
name later.
URL Specifies the site URL to which Remote Access Agent
connects. To specify the URL, type it in the box.
Disallow change: If selected, the corresponding URL option
in Remote Access agent is disabled during installation.
Security Key Specifies a security key composed of letters and numbers
between 6 and 16 characters in length.
Ask for approval before Specifies whether a CSR need to get a customer’s approval
session starts before starting a Remote Access session with the customer.
Disallow change: If selected, the corresponding option in
Remote Access agent is disabled.
Lock this computer at Specifies whether the remote computer is locked after a
end of Session Remote Access session ends.
Disable this Specifies whether a remote computer’s keyboard and mouse
computer’s keyboard is disabled when the remote computer is in a Remote Access
and mouse session.
Blank out this Specifies whether a remote computer’s screen is blanked out
computer’s screen when the remote computer is in a Remote Access session.
when in session Disallow change: If selected, the corresponding option in
Access entire desktop Specifies whether a customer shares the entire desktop with
CSR in a Remote Access session. In addition to sharing the
entire desktop, the customer can share specific applications.
Send Email when Specifies the email address to which a notice email message
computer is accessed is sent when a Remote Access session starts. To specify the
to email address, type it in the box.
132
Option Description
End Session after Specifies the email address to which a notice email message
minutes of inactivity is sent when a Remote Access session ends. To specify the
email address, type it in the box.
Keep session logs in Specifies a local directory on the remote computer, in which
this local directory Remote Access session logs will be stored. To specify the
directory, type it in the box.
Send session logs to Specifies the email address to which the session log is sent
the following email when a Remote Access session ends.
address(es) Disallow change: If selected, the corresponding option in
Allow blocking of Specifies whether the Block this Computer command in
computer Remote Access agent is enabled.
Hide Remote Access? Specifies whether the Remote Access Agent icon displays on
the remote computer. Selecting Yes hides not only the agent
icon on the taskbar but also the Remote Access Agent options
in the Start > Programs menu on the desktop.
4 Click Update.
Sending the Remote Access installer link to users

This option sends an email message containing a link that a customer can click to
install the agent. Use this option if the customer can access the email on the remote
computer.
To install the Remote Access using the setup wizard:
3 Click the Manage Groups link to locate the group in which you want to set up
the computer.
4 In the Actions column, click the icon for the group.
The Send Email Invitation window appears. It contains an invitation to set up a
computer for remote access and a link that the customer at the remote computer
can click to start the Remote Access Setup Wizard.
The following is an example of the Send Email Invitation window.
133
5 In the To box, type an email address that the customer can access on the remote
computer, and then click Send.
6 On the remote computer, the customer opens the email, and then clicks the URL
link in the email.
7 On the Set Up Remote Access page, the customer clicks Set up Remote Access.
The setup wizard appears.

8 In the setup wizard, the customer types information and specifies options on the
following panels:
Account Information—Type a computer name and the URL to your WebEx
service site if they are not displayed. Then click Next.
For more information, see Setting up the Remote Access Agent for your proxy
server on page 131.
If you are installing the Remote Access Agent on a server with proxy server
authentication enabled, the Remote Access Setup Wizard automatically detects
the proxy server and displays a dialog box in which you provide the proxy server
information. For details, see Setting up the Remote Access Agent for your proxy
server on page 131.
Options—Specify the options for the computer that you want to access
remotely. Then click Next.
Access—Select the applications that you want to access on the remote computer
or select the computer’s entire desktop. Then click Next.
9 On the Setup Complete panel, the customer clicks Finish to install the agent on
the remote computer.
The Remote Access Agent logs the remote computer in to the Remote Access
network.
134
The WebEx Remote Access - Available icon appears on the remote

computer’s taskbar. The computer, represented by the icon on the Manage
Groups page, appears in the group you selected. The computer is available for
remote access now.
Downloading the Remote Access Agent installer

A customer at the remote location downloads and runs the Remote Access manual
installer before starting the Remote Access Setup Wizard.
To install the Remote Access Agent using the manual installer:
1 On the remote computer, the customer goes to your WebEx service Web site.
2 On the navigation bar, the customer expands Assistance, and then clicks
Support.
3 On the Support page, the customer goes to the Downloads section, and then
clicks the Download Remote Access Installer for Windows link.
4 The customer downloads and runs the InstallShield Wizard for WebEx Remote
Access.
5 The Remote Access setup wizard appears. In the setup wizard, the customer
types information and specifies options on the following panels:
■ Account Information—Type a computer name and the URL to your WebEx
service site. Then click Next.
For details, see “Sending the Remote Access installer link to users” on page
133.
If you are installing the Remote Access Agent on a server with proxy server
authentication enabled, Remote Access Setup Wizard automatically detects
the proxy server and displays a dialog box in which you provide the proxy
server information. For details, see “Setting up the Remote Access Agent for
your proxy server” on page 131.
■ Options—Specify the options for the computer that you want to access
remotely. Then click Next.
■ Access—Select the applications that you want to access on the remote
computer or select the computer’s entire desktop. Then click Next.
6 On the Setup Complete panel, the customer clicks Finish to complete
installation of the Remote Access Agent.
The Remote Access Agent logs the remote computer in to the Remote Access
network.
135
The WebEx Remote Access - Available icon appears on the remote com-
puter’s taskbar. The computer, represented by the icon on the Manage
Groups page, appears in the Root group. The computer is available for
remote access now.
Using a silent installer to install Remote Access

The silent installation option allows you to install the Remote Access Agent on
multiple computers without requiring any user interaction.
Note Your registry key file contains variables that are used when you execute the
command for the Remote Access Agent installation. Before running silent
installation of the Remote Access Agent, you must replace the variables in the
registry key file with the appropriate information on your WebEx service Web site.
The following table describes how you can provide the appropriate syntax for each
key.
Key Description
“SilentSiteURL”=“yourcompanywe The URL for your WebEx service Web site.
bsite” Replace yourcompanywebsite with the URL of
your WebEx service Web site.
For example, the syntax can be
“SilentSiteURL"="xyz.webex.com”
“GroupID”=“0” The ID for the group in which you want to set up
Remote Access computers.
You can look up the group ID in an invitation email
message for the appropriate group. To obtain the
group ID, go to the Manage Groups page, and then
click the Send Email Invitation icon for the group.
The URL in the email invitation contains the group
ID.
For example, for this invitation URL,
https://wbs21sc.webex.com/wbs21sc/sc
30/smt.php?AT=ST&UID=0&GID=2680, the
group ID is 2680.
If you don’t specify one, the default group ID is 0;
the computer will then be added to the Root group.
“Name”=“nameofcomputer” Name of the computer.
Replace name of computer with the name you
want to give to the computer. If you leave it blank,
the default name is the user name for the remote
computer.
“Alias”=“aliasofcomputer” Alias of the computer.
If you leave it blank, the computer will not have an
alias.
136
Key Description
“ProxyUser”=“Proxyserveruserna User name for your proxy server authentication.
me” If you use proxy server authentication, replace
Proxyserverusername with the user name
for the proxy server.
“ProxyPassword”=“Proxyserverpa Password for your proxy server authentication.
ssword” If you use proxy server authentication, replace
Proxyserverpassword with the password for
the proxy server.
“SystemTrayIcon”=“0” Determines whether to show or hide the Remote
Access Agent icon on the task bar of the computer.
If you hide the Remote Access Agent icon, the
Remote Access Agent options also do not display
in the Start > Programs menu on the desktop.
The value 0 shows the Remote Access Agent icon.
The value 1 hides the Remote Access Agent icon.
The default value is 0.
To run silent installation of the Remote Access Agent:

1 Go to your WebEx service site.
2 On the navigation bar, expand Assistance, and then click Support.
3 On the Support page, go to the Downloads section, and then click the Download
Remote Access Installer for Windows link.
4 Save the Remote Access manual installer on the computer.
The file name is atsmt.msi.

5 Using your software distribution solution, do the following:
a Download the atsmt.msi file.
b Create the following registry key:
[HKEY_LOCAL_MACHINE\SOFTWARE\WebExSilentInst
aller]
“SilentSiteURL"="yourcompanywebsite”
“GroupID”=”0”
“Name”=”nameofcomputer”
“Alias”=”aliasofcomputer”
“ProxyUser”=”Proxyserverusername”
“ProxyPassword”=”Proxyserverpassword”
c In the command prompt, go to the folder where the atsmt.msi file was
downloaded, and then run the following command:
msiexec /i atsmt.msi /qb
137
The Remote Access Agent logs the remote computers in to the Remote Access
network.
The WebEx Remote Access - Available icon appears on the taskbar of each
the remote computer. The computers, represented by the icon on the
Manage Groups page, appear in the Root group and become available for
remote access.
Specifying Remote Access security options

An access code is used by a customer support representative (CSR) to establish the
connection with a customer’s remote computer.
You can specify if phone authentication will be added to the Remote Access session
verification process. If phone authentication is enabled, a customer support
representative (CSR) will receive a call back when he or she wants to establish the
connection with a remote computer. The CSR needs to provide the phone access
code before he or she can enter the Remote Access session.
You can define up to three ranges of IP address, which your organization’s WebEx
site would allow to access remote Remote Access computers.
To control access to remote computers:
3 Under Access Code, specify relevant options and click Apply to All to apply
these settings to all groups and computers on the site.
4 Under Phone Authentication, specify appropriate options and click Apply to All
to apply these settings to all groups and computers on the site.
5 Under Limit Access by IP Address, specify a IP range by typing the starting and
ending IP address in the Between and boxes, respectively.
6 Click Update.
Changing access code or phone authentication options for

Remote Access groups
You can change access code or phone authentication options for a group. If it is
necessary, you can also apply the same access code options for all lower-level groups
and computers within the group.
To change access code or phone authentication options for a group:
138
3 Click Manage Groups.
4 Locate the group for you want to change options.

6 In the Access code or Phone authentication section, specify the access code or
phone authentication options.
7 If you want to apply the same access code settings to all lower-level groups and
computers within the group, click Apply to Lower Levels.
8 If you want to prevent those access code settings from being changed, select
Disallow changes for all lower level groups and computers.
9 Click Update to save your settings.
For details about access passwords and phone authentication, see “Specifying
Remote Access security options” on page 138.
Changing access code or phone authentication options for

Remote Access computers
You can change access code or phone authentication options for a computer.
To change access code or phone authentication options for a computer:
4 Locate the computer for which you want to change options.
5 Click the link for the computer.
6 In the Access code or Phone authentication section, specify the access code or
phone authentication options.
For details about access passwords and phone authentication, see “Specifying
Changing a remote computer description or alias

You can change the description or alias of a computer from the Manage Groups
page.
139
4 Locate the computer for which you want to edit information.
5 Click the link for the computer. The following figure is an example.
6 In the Edit Computer window that appears, make your changes.
Note
■ If the Access code and Password expires in boxes are unavailable, it means you
have previously blocked changes to the access code for this level.
■ For details about access passwords and phone authentication, see “Specifying
■ For details about creating an alias for a computer, see “Sending the Remote
Access installer link to users” on page 133.
You can give a Remote Access computer the following two names:
■ Computer name: When installing the Remote Access Agent on a remote
computer using the Remote Access Setup Wizard, you or a customer can specify
this name on the Account Information panel. The Computer name text box, by
default, displays the name created by the network administrator at the remote
location.
Once a remote computer is set up for remote access, the customer can change
the computer name from the Remote Access Agent on the remote computer.
■ Alias: You can specify and edit this name any time on the Manage Groups page.
For details, see “Changing a remote computer description or alias” on page 139.
If you give a computer these two names, the computer name appears in the
parentheses, following the alias, on your Manage Groups page and on a support
representative’s Remote Access page. The following figure shows an example.
140
Managing groups of Remote Access computers

In Site Administration, you can view a list of all the remote computers that
customers have set up for Remote Access. You can also create a Remote Access
group to apply the same security settings to all the Remote Access computers in the
group.
In Site Administration, you can:
■ Create a Remote Access group
■ Add or remove computers from a Remote Access group
■ Edit the name, description, and security settings for a Remote Access computer
or group
■ Move a Remote Access computer to a group, or move a group under another
group
■ Delete Remote Access computers or groups
You can also send an email invitation to customers to set up their computers for
Remote Access. For details, see Sending the Remote Access installer link to users on
page 133.
Creating Remote Access groups

The Manage Groups page that you see for the first time contains one default
group—Root. You can create up to three levels of groups and set up computers for
remote access in any of the groups. Groups are represented by folder icons on this
page.
To create a first-level group:
4 In the Actions column, click the icon for the Root group.
5 In the Create Group window that appears, type a group name and an optional
description.
6 Click OK.
To create more first-level groups, follow the same instructions.

To create a sub-group:
141
4 Locate the group in which you want to create a sub-group.

6 In the Create Group window that appears, type a group name and an optional
description.
7 Click OK.
To create more sub-groups, follow the same instructions.

The following figure shows an example of a group hierarchy.
Assigning Remote Access groups and computers to support

representatives
You can assign Remote Access computers and groups to a customer support
representative (CSR) when adding or updating a host account for Support Center.
For details about assigning Remote Access computers to a CSR, see Editing single
user accounts on page 36.
Changing the group name or description

You can edit the name or description of a group.
To edit the name or description of a group:
4 Locate the group for which you want to edit information.

6 In the General section, make your changes in the Group name or Group
description boxes, as appropriate.
Rearranging computers or groups

You can move a computer or a group to a different group on the Manage Groups
page.
142
4 Select the check box for the computer or group that you want to move, and then
click Move.
Tip You can move multiple computers or groups simultaneously to the same
group. The quickest way to move an entire group is to select its check box. This
action selects all its sub-groups and computers.
5 In the list of groups that appear, select a destination group, and then click OK.
Moving computers or groups to another destination group removes the original

hierarchy. You can rearrange the hierarchy, if necessary.
Deleting a computer or group

You can delete a computer or group on the Manage Groups page.
You can also delete multiple computers or groups simultaneously. The quickest
way to remove an entire group is to select its check box. This action selects all its
sub-groups and computers.
4 Select the check box for the computer or group you want to delete.
5 Click Delete.
6 Click OK to confirm that you want to delete the selected computer or group.
Monitoring Remote Access sessions

To monitor a support representative’s Remote Access sessions, you can turn on
auto-recording. If auto-recording is turned on, recording starts once a Remote
Access session starts and stops once the session ends. The support representative
cannot stop auto-recording during a session.
Recordings are saved to a local path you specified. The files have a .wrf extension.
To turn on auto recording for a support representative, edit the support
representative’s user account. For details, see Editing single user accounts on page 36.
143
Specifying Remote Access default view and colors

You can specify the initial view and color settings for desktop or application sharing
when a Remote Access session starts. During a Remote Access session, a
representative can changes these settings.
To specify the initial view and color settings:
3 Under View and Color Settings, specify the options as appropriate.

s
Option Description
View Specifies how a shared application or desktop appears on a

representative's and customer's screen. For example, if a
customer is sharing an application, this option determines how
the shared application appears in the viewer or the support
representative's screen.
Full screen - scale to fit: Specifies that a shared application or
desktop appears in a full-screen view on a support
representative's or customer's screen, and that the size of the
application or desktop is adjusted to fit the full-screen view in its
entirety.
Full screen: Specifies that a shared application or desktop
appears in a full-screen view on a support representative's or
customer's screen, but that the size of the application or
desktop is not adjusted to fit the full-screen view in its entirety.
Window - scale to fit: Specifies that a shared application or
desktop appears in a window a support representative's or
customer's screen, and that the size of the application or
desktop is adjusted to fit the window in its entirety.
Window: Specifies that a shared application or desktop
appears in a window a support representative's or customer's
screen, but that the size of the application or desktop is not
adjusted to fit the window in its entirety.
Color Specifies the color setting for a shared application or desktop
that appears on a support representative's or customer's
screen. For example, if a customer is sharing an application,
this option determines the color setting that affects the
appearance of the shared application in the viewer or the
support representative's screen.
256 colors: Specifies that a shared application or desktop
appears in 256 colors in the viewer or the support
representative's or customer's screen. This option requires less
bandwidth for sharing applications or desktops than the High
color option does. Thus, this option is useful if a customer is
using a dial-up connection to attend a support session.
144
Option Description
High color (16-bit): Specifies that a shared application or

desktop appears in 16-bit color in the viewer or the support
representative's or customer's screen. This option requires
more bandwidth than the 256 color option, but provides better
imaging quality.
4 Click Update.
145
146
13
Setting Access Anywhere
Options
require approval for Access Anywhere setup Requiring approval to set up Access
Anywhere on page 148
accept or reject Access Anywhere setup Processing Access Anywhere requests on
requests page 148
view a list of users’ remote computers Viewing a list of remote Access Anywhere
computers on page 149
end a user’s Access Anywhere session Ending a user's Access Anywhere session on
page 150
remove a remote computer from a user’s Removing a remote computer from a user's
account account on page 151
147
Chapter 13: Setting Access Anywhere Options
Requiring approval to set up Access Anywhere

You can require that users obtain approval for each remote computer that they
want to set up for Access Anywhere. If you choose this option, once a user sets up
the Access Anywhere Agent on a remote computer, the user receives a message,
informing him or her that the remote computer is unavailable until the site
administrator approves the setup request. You can then accept or reject the request,
using Site Administration.
Site Administration can optionally send each setup request to an email address that
you specify.
To require approval for Access Anywhere setup:
2 In the Site Settings for drop-down list, select Access Anywhere. The Access
Anywhere Options page appears.
3 Select the Require approval for Access Anywhere computer setup check box.
4 Optional. Specify the email address to which you want Site Administration to
send all Access Anywhere setup requests in the Forward Access Anywhere
requests to box.
Note If you require approval for setup requests, you must accept or reject setup
requests in the queue on the Approve Access Anywhere Requests page. For details,
see Processing Access Anywhere requests on page 148.
Processing Access Anywhere requests

If you require approval for users' requests to set up a remote computer for Access
Anywhere, Site Administration places all requests in a queue that you can view, and
sends a request notification email message to the address that you specify. You can
either accept or reject each setup request.
148
For information about requiring approval for Access Anywhere setup, see Requiring
approval to set up Access Anywhere on page 148.
To accept or reject Access Anywhere setup requests:
1 On the Home page of your Site Administration Web site, click the New Access
Anywhere requests link.
This link appears only if one or more users have requested to set up a remote
computer on your site.
The Approve Access Anywhere Requests page appears.
2 To accept one or more setup requests, do the following:
a Select the check box for each setup request that you want to accept.
b Click Accept.
For each accepted setup request, Site Administration automatically

sends an email message to the user who made the request, indicating that
the request was accepted
adds the computer to the list of remote computers on the Remote
Computers page in Site Administration
3 To reject one or more setup requests, do the following:
a Select the check box for each setup request that you want to reject.
b Click Reject.
For each rejected registration request, Site Administration sends an email

message to the user who made the request, indicating that the request was
rejected.
Tip To view detailed information about a user who has requested to set up a remote
computer, click the user’s user name in the User Name column on the Approve
Access Anywhere Requests page.
Viewing a list of remote Access Anywhere

computers
If your WebEx service site has the Access Anywhere option, you can view a list of all
the remote computers that users have set up for Access Anywhere. The list indicates
■ Which computers are currently logged in to the Access Anywhere server and
when the user logged it in
■ Which computers that users are currently accessing remotely and when the user
started the Access Anywhere session
149
To view a list of users' remote computers:

2 In the Site Settings for drop-down list, select Access Anywhere, and then click
the Remote Computers link.
The Remote Computers page appears, showing a list of the remote computers
that users have set up for Access Anywhere.
Tip To update the page with the most current information, click Refresh.
Ending a user's Access Anywhere session

If a user is currently accessing a remote computer, you can disconnect the remote
computer from the user's local computer, thereby ending the Access Anywhere
session.
To end a user's Access Anywhere session:
Remote Computers.
150
If a user is currently accessing a remote computer, the date and time at which the
user started the session appears in the Session Began column.
3 Select the check box for the computer for which you want to end an Access
Anywhere session.
4 Click Disconnect.
A confirmation message appears.

5 Click OK.
Removing a remote computer from a user's account

If a user has set up a remote computer for Access Anywhere, you can remove the
remote computer from the user's account and your WebEx service site. Removing
a remote computer from a user's account prevents any further remote access to that
computer.
To remove a user's remote computer from a user's account:
Remote Computers.
151
3 Select the check box for the computer that you want to remove from a user's
account.
4 Click Remove.

5 Click OK.
152
14
Managing WebACD
an overview on creating and updating queues Managing WebACD queues on page 154
learn about the options for configuring a Options on the Configuration tab on page 156
queue
learn about adding or removing agents from a Options on the Users tab on page 158
queue
review options for adding or removing fields Options on the Entry Form tab on page 159
on the entry form your customers fill out
learn about adding a button that customers Options on the Entry Link tab on page 162
use to access your support URL
learn how to create rules for routing customers Options on the Rules tab on page 163
to agents
editing your personal queue Editing the personal queue on page 169
an overview on creating the leave message Managing leave message forms on page 171
form
153
Chapter 14: Managing WebACD
Managing WebACD queues

Use this procedure to set up or change WebACD (Web-based Automatic Call
Distribution) queues for routing customer requests to agents. The tabs group the
tasks into five areas. Setting up a queue involves:
■ Configuring the queue (Configuration tab)–setting the hours of operation,
determining how WebACD routes the requests, and other details. See Options on
the Configuration tab on page 156.
■ Assigning agents to the queue (User tab)–From a list of all available agents,
selecting agents who answer customer requests. See Options on the Users tab on
page 158.
■ Designing the entry form (Entry Form tab)–Adding and arranging the fields
that appear on the form customers fill out to request assistance. See Options on
the Entry Form tab on page 159.
■ Designing the entry link (Entry Link tab)–Choosing the button style and
wording that appear on the button customers click to contact. WebACD
provides the html code, which you can place on your Web page. This link
connects to the entry form.
■ Constructing rules (Rules tab)–Setting up the rules for routing requests to
agents. You create the rules based on the information you request on the entry
form.
You can add more users and rules as you need them. You can start with a simple
structure and add to it as your needs change.
If you’ve selected a queue to update, you can make the changes to information on
any tab.
Creating a new queue

To create a new queue:
2 In the Site Settings for drop-down list, select WebACD. The WebACD Queues
page appears.
154
3 Click the Create a new queue drop-down list and select either Remote Support
or Sales Center.
4 Click Create. The Create New Queue page appears.
5 Enter the information into the Configuration tab. See Options on the
Configuration tab on page 156.
6 Click Next at the bottom of the page or click on the Users tab.
7 Enter the information into the Users tab. See Options on the Users tab on
page 158.
8 Click Next at the bottom of the page or click on the Entry Form tab.
9 Enter the information into the Entry Form tab. See Options on the Entry Form
tab on page 159.
155
Options on the Configuration tab
Option Description
Queue Information
Service WebACD displays the name of WebEx service for you
Name Enter a descriptive name for this queue. This name displays on the
queue list.
Description Enter a brief description of the queue.
Queue Settings
Features ■ “Request from customer as soon as the session begins”
From the list, select application or desktop sharing, co-browsing
full control or view only.
■ Open the following URL as soon as the session begins
To save time, you can have WebACD display a Web site of your
choice when the session starts. Enter that URL here.
■ Auto-start voice call (VoIP) for this queue
Automatically start a voice call for this queue.
■ Enable Call Me Back
Allow that customer can be called back by support agent.
While customer is ■ Show the customer’s queue position in the chat window
waiting.... Display the customer’s position in the queue in the chat window.
■ Show the customer’s estimated wait time in the chat window
Display estimated queue wait time is for this customer.
Hours of Operation
Open The queue is preset to accept requests 24 hours a day.
Open on If you choose “Let me specify hours” option, you can select specific
days and hours of operation.
Queue time zone Your chat messages use this time zone for time stamps.
Request Distribution
Request distribution Everybody: No preset order for taking the call
Most Idle: Person who has the longest elapsed period of inactivity
receives the next request
Round Robin: Calls are distributed to users based on a preset
order.
Escalation threshold For all queue types:
■ You can set the number of seconds that elapse before the call is
available to all agents.
■ 60 seconds is the preset length of elapsed time. You can enter a
longer or shorter time period (from 30 to 999 seconds).
Options Select the check box: “Allow users to choose specific customers in
the queue,” to allow any agents to select a particular caller from a
list of waiting customers.
Wait Notification
156
Option Description
Wait threshold ■ You can set the number of minutes that a customer waits before
agents are notified (by email message or phone call).
■ 2 minutes is the preset length of waiting time. You can enter a
longer or shorter time period (from 1 to 99 minutes).
Notification options Send email to: Enter the email addresses of those you want to
receive email notification. To save time, click the List of Users
button and select the addresses from a list.
Leave Message
Threshold
Leave message form Select the form you want customers to use to leave a message for
your team.
Wait threshold ■ You can set the number of minutes that elapse before the email
message is sent to the list of agents you select.
■ 5 minutes is the preset length of waiting time. You can enter a
longer or shorter time period (from 1 to 99 minutes). The length
of time you set is also used as the interval for time-outs.
Notification options Send email to: Enter the email addresses of those you want to
notify when a customer sends an email form. To save time, click
the List of Users button and select the addresses from a list.
Form forwarding Send completed forms to: Enter the email addresses of those
you want to receive email notification. To save time, click the List
of Users button and select the addresses from a list
Shutdown Threshold
■ You can set the maximum number of customers that can wait in
the queue before the queue shuts down.
■ 200 is the default number of waiting customers. You can enter a
larger or smaller number (from 50 to 999)
Unavailability
Threshold
■ You can set the number of seconds that elapse before WebACD
prompts an agent to set his or her status to “Unavailable.”
■ 30 seconds is the default length of waiting time. You can enter a
longer or shorter time period (from 30 to 120 seconds).
157
Options on the Users tab

Add and remove users from the list of agents assigned to this queue.
Option Description
Search To locate a particular user, type the email or name (or

portion of the name) in the box. The results appear in the
Search Results box.
You can also search by email address.
Show All To display the names of all users, click Show All.
Assign In the Search Results box, select a name and click
Assign to add this user to the list of users assigned to this
queue.
Use CTRL + click to select several names at once.
Remove In the Assigned to Queue box, select a name and click
Remove to remove this user from the list of agents
assigned to this queue.
Use CTRL + click to select several names at once.
Select All If you want to select all users, you can save time by
selecting the Select All check box.
Set other option If you want to automatically assign all users to this queue,
select the Automatically assign all users to this queue
check box.
Options on the Select Users page

You can route notifications to particular users for queues by selecting them from
the User List.
To select users for a queue:
2 In the Site Settings for drop-down list, select WebACD. The WebACD Queues
page appears.
3 Click on the link under Name of Queue to select an existing queue to edit or click
Create to create a new queue (see “Creating a new queue” on page 154).
4 Click the List of Users icon to open the Select Users page.
5 Select the type of user from the drop-down list.
6 To locate a particular user, type the email or name (or portion of the name) in
the box. The results appear in the Search Results box. You can also search by
email address.
7 Select the users you want to receive notifications and click Add Selected.
Option Description
Agents and Managers drop-down Select the agents, managers, or both to list on this page
list
158
Search field Enter the email address or name for which to search on
this page and then click Search. You can also use the
alphabetical links to find the information.
Name Select which person to assign to the customers
Email Address Lists the email address of the manager of agent
Add Selected button Click to select the user you have chosen
Options on the Entry Form tab

The fields you select or add on the Entry Form tab appear on the forms customers
submit when they request assistance. WebACD provides these fields on the Entry
Form tab:
■ first name
■ last name
■ email address
■ phone number
WebACD requires that the customer provide his or her first name, last name, and
email address. You may already have these (and other details) about a customer
stored in a profile. If you can supply this information about the customer in the
html you send to the server, you do not have to display these fields and require the
customer to fill them in. You must replace provide the correct parameters to
WebACD.
WebACD requires some basic information about the

customer. You do not have to request these details directly
from the customer, if you have customer information stored
(for example, in a profile) and have a mechanism for providing
these details to WebACD.
You also use these field names later, if you set up rules for routing requests. For
details about setting up rules, see Setting up rules for routing requests on page 164.
Rules allow you to route requests to specific agents, based on the information the
customer provides on this form. Later, create reports to track problems reported by
customers and the response by members of your support organization.
159
Example: Your support group assists customers of Bay City Software. You handle
general calls about signing in, problems with accounts, and so on. The group also
handles questions about the three services in the enterprise version of the software
suite:
■ human resources
■ finance
■ research
You can add fields to the entry form that help the customer narrow his or her
problem. You select how WebACD displays these choices to customers:
■ in a text box
■ as check boxes
■ as option buttons
■ in a drop-down list
You set up the fields that appear on the request

form customers submit.
The form that displays to customers or clients.
160
Tip Select the fields with care. On the Rules tab, you can use the required fields (and
those you add) to set up rules for routing requests to the appropriate agent or
agents. For details, see Options on the Rules tab on page 163 and Setting up rules for
routing requests on page 164.
Adding new fields to the entry form

You can tailor the entry form to capture exactly the information you need. You can
have customers provide details about the problem or issues found in your product
or service. You route the forms to the person best equipped to take the call.
2 In the Site Settings for drop-down list, select WebACD.
3 Under the Name of Queue column, click the link for the queue you want to
update.
4 Click the Entry Form tab.
5 To add one or more new fields, click Add New.
For details about the types of fields you can add, see
■ Text Box Options on page 176
■ Check Boxes Options on page 176
■ Option Button Options on page 177
■ Drop-Down List Options on page 177
6 Click Save to save the entry form and any other changes you have made to this
queue.
Rearranging fields on the entry form

You may want to change the order of the fields on the entry form, perhaps grouping
the fields together in a logical order.
To rearrange the fields:
update.
4 Click the Entry Form tab.
5 Click Change Order.
6 On the Change Order page, select a field you want to move.
161
7 Use the arrows to move the field up or down.
Select a field.
Use the arrow buttons to

move the field up or down
on the entry form.
8 Click Save to save the new order and any other changes you have made to this
queue.
9 Click Next at the bottom of the page or click on the Entry Link tab. See Options
on the Entry Link tab on page 162.
Options on the Entry Link tab

To select button options for queues:
update.
4 Select the buttons you want to appear on the Web site where customers go to
contact you for technical support when the queue is open and closed.
You can use your own graphic. Simply update the HTML code with the name of
the graphic.
162
Option Description
Select Button to Show When Select the button style used for the link to support from
Queue is Open your Web page when the queue is open.
Select Button to Show When Select the button style used for the link to support from
Queue is Closed your Web page when the queue is closed.
HTML Code Copy and paste this code to your Web site. This code
includes the image you selected for the button.
If you prefer to use a button with your company’s logo or
branding, you can remove the reference to the image file
in the html code and replace it with the name of your
image.
5 Click Save. Click Next at the bottom of the page or click on the Rules tab. See
Options on the Rules tab on page 163.
Options on the Rules tab

You can assign agents to answer questions about a particular service or set of
features. For instance, your support team fields questions dealing with:
■ general account problems
■ human resource service
■ finance service
You can assign all agents cover general account problems, and selected agents to
handle questions about your human resource service, another group to handle
questions about the finance service, and so on. You set up rules to route customer
requests to the most appropriate agents or queues.
163
You can set up two types of rules:

■ Routing rules—rules for routing requests to specific agents
■ Allocation rules—rules for routing requests to other queues
Important Routing rules and allocation rules are mutually exclusive; that is, if you
specify a routing rule for a queue, you cannot specify an allocation rule for the same
queue.
Option Description
Yes For new queues, click Yes to add one or more rules
Create New Rule For existing queues, click Create New Rule to change an
existing rule or add a new one.
No Click No if you do not want to set up rules at this time.
Rules ■ For details about adding routing rules, see Setting up
rules for routing requests on page 164
■ For details about adding allocatioan rules, see Setting
up rules for allocating requests on page 166
Using Routing Rules

Routing rules allow you to route customers efficiently to specific queues or
users.
Setting up rules for routing requests

You can use the fields on the queue entry form for routing customer requests to
particular agents assigned to a queue.
To set up or edit rules:
update.
4 Click the Rules tab.
5 Click Create New Rule or select a rule from an existing queue to edit.
The first set of fields for creating a rule appear.

6 Set up an “IF” statement.
■ Select a word or phrase from the first drop-down list. The list includes all field
names displayed on the entry form (for example, first name, last name, phone
number, and all fields you created).
164
■ Select a condition from the second drop-down list (for example, contains,
less than, or greater than).
■ Enter text in the third drop down list, to complete this “IF” statement.
Select from lists and enter text here
7 (Optional) Click the Plus button to add more “IF” statements.
The first “true” If statement is executed.

8 Set up the “THEN assign to” statement.
■ To assign to a specific agent, type the email address or use the address book
to find the address.
■ To assign to all queue agents, select Queue from the drop-down list.
9 (Optional) Set up an “ELSE IF” statement by selecting Add ELSE IF condition
button.
Select the conditions and other elements, as you did for the “IF” statements.
10 After you set up all the statements and conditions, click Save.
WebACD provides the final “Else” statement, which applies to all agents
assigned to the queue.
165
Using Allocation Rules

Allocation rules automatically distribute customer requests into specified queues.
The queues specified for reception of these requests are called “subqueues.”
Setting up rules for allocating requests

You can use the fields on the Rules tab for routing customer requests to particular
subqueues.
To create or edit an allocation rule:
update.
4 Click the Rules tab.
5 Click Create New Allocation Rule or click Edit toedit the existing allocation rule.
166
The allocation Total

must add up to no
more or less than
100%.
6 Optional. Select the checkbox under Reallocation Preference if you want

requests to one subqueue to be reallocated to another subqueue if the original
subqueue is unavailable.
7 Optional. Enter a number in minutes that a request can linger in a subqueue
without being attended to before being reallocated to another subqueue.
8 Specify the allocation of requests to available queues:
■ You can allocate all (100%) of requests to one queue or allocate all requests
over a number of queues, for example, 30% to one queue, 30% to a second
queue, and 40% to a third queue.
■ The total allocation must add up to no more or less than 100%
Rules Options
Option Description
Routing Rules
Create Allocation Rule link Click to change the Rules tab view to set up allocation
rules.
IF
(word or phrase) drop-down list Select the word or phrase from the field names displayed
on the entry form (for example, first name, last name,
phone number, and all fields you created)
(condition) drop-down list Select a condition (for example, contains, less than, or
greater than)
text field Enter text to complete the “IF” statement
Click the Add button to add more “IF” statements. The
first “true” If statement is executed.
Click the Delete button to remove an “IF” statement.
THEN assign to
167
CSR selected in drop-down list To assign to a specific agent, type the email address or
click the Address Book button to find the address
Queue selected in drop-down list To assign to all queue agents, select Queue from the
drop-down list
■ For CSR, click the Address Book button to open the
Select Users page.
■ For Queues, click the Address Book button to open
the Select Queues page.
Add ELSE IF condition Set up an “ELSE IF” statement by selecting Add ELSE IF
condition button.
Select the conditions and other elements, as you did for
the “IF” statements
Allocation Rules
Create Routing Rule link Click to change the Rules tab view to set up routing rules.
Reallocation Preference
Checkbox Selecting this checkbox enables requests to be moved to
other subqueues specified in the allocation rule if the
current subqueue is unavailable
wait time Entering a wait time enables a request to be reallocated
to another subqueue if the wait time for responding to the
request exceeds the specified time interval.
Specify an allocation rule
Queue Name Provides a list of available queues to receivie requests
Allocation (%) Enter a percent (up to 100%) of requests that can be
allocated to the named queue. You can allocate 100% to
one queue or break out the allocation over two or more
queues.
Total An allocation rule must total no more or less than 100%
Select Queues Options
Option Description
Queue Select which queue to route the customers

Agents Select the number of agents in the queue
Description Lists the description of the queue
Service Lists whether the queue is for Remote Support or Sales
Center
Select button Click to select the queue you have chosen
168
About the personal queue

Each agent has a personal queue. An agent can give a customer or client the URL to
this personal queue as a means of following up on unresolved issues. The personal
queue has these features:
■ All personal queues share the same entry form
■ Changes to this entry form affect all agents
■ As with other entry forms, you can add and remove fields to the personal queue
entry form
■ Neither the administrator nor the agent can delete the personal queue. It always
appears on the list of queues
■ WebACD Inbox dynamically creates a unique URL for each agent’s personal
queue
Editing the personal queue

For the personal queue, you can make some configuration changes and add or
remove fields on the personal queue entry form.
To edit the personal queue:
update.
What you can do on this page

Edit the personal queue. The tabs group the editing tasks into three areas:
■ Configuring the queue (Configuration tab)–setting the wait thresholds and
other options. See Options on the Configuration tab (personal queue) on
page 170.
■ Designing the entry form (Entry Form tab)–Adding and arranging the fields
that appear on the form customers fill out to request assistance. See Options on
the Entry Form tab on page 159.
■ Designing the entry link (Entry Link tab)–Choosing the button style and
wording that appear on the button customers click to contact. WebACD
provides the html code, which you can place on your Web page. This link
connects to the entry form.
169
Note these items, which you cannot change:

■ Queue name: It must remain “personal queue”
■ Queue description: It must remain “personal queue”
■ Start and end times: This queue is available 24 hours a day (7:30 am to 7:30 am)
■ Time zone: It must remain in Pacific Standard Time
Options on the Configuration tab (personal queue)
Option Description
Queue Settings
Features ■ “Request from customer as soon as the session
begins”
From the list, select application or desktop sharing,
co-browsing full control or view only.
■ Open the following URL as soon as the session
begins
To save time, you can have WebACD display a
Web site of your choice when the session starts.
Enter that URL here.
■ Auto-start voice call (VoIP) for this queue
Automatically start a voice call for this queue.
■ Enable Call Me Back
Allow that customer can be called back by support
agent.
Hours of Operation
Open The queue is preset to accept requests 24 hours a day.
Open on If you choose “Let me specify hours” option, you can
select specific days and hours of operation.
Queue time zone Your chat messages use this time zone for time
stamps.
Leave Message Threshold
Leave message form Select the form you want customers to use to leave a
message for your team.
Wait threshold ■ You can set the number of minutes that elapse
before the email message is sent to the list of
agents you select.
■ 5 minutes is the preset length of waiting time. You
can enter a longer or shorter time period (from 1 to
99 minutes). The length of time you set is also used
as the interval for time-outs.
Notification options Send email to: Enter the email addresses of those you
want to notify when a customer sends an email form.
To save time, click the List of Users button and select
the addresses from a list.
170
Option Description
Form forwarding Enter the email addresses of those you want to receive
email notification. To save time, click the List of Users
button and select the addresses from a list
Shutdown Threshold
■ You can set the maximum number of customers
that can wait in the queue before the queue shuts
down.
■ 200 is the preset number of waiting customers. You
can enter a larger or smaller number (from 50 to
999)
Unavailability Threshold
You can change the user unavailable status if no
response is received within the time specified.
Managing leave message forms

WebACD displays the leave message form for customers in a queue:
■ When the queue is closed (after hours)
■ When no one is available to monitor and handle requests in the queue
■ When a request times out
WebACD provides a default form, which you can update or edit. This form is
always available and is assigned automatically to any queue that you have not
explicitly attached a particular form.

To create a new form:
3 Click on the Leave Message Form link on the Queues page.
4 Click Create New Form.
To edit a queue:
Under Name of Form, click the link for the form you want to edit.
What you can do on this page

Set up or edit the form that displays when no agents are available to respond to a
customer request. Creating or editing a form involves:
■ Adding the details you want to include on the form (Create New Form or Edit
171
Form)–You can use the preset fields or add additional fields, to refine the
customer’s request. See Create New/Edit Form Page Options on page 174.
■ Assigning this form to a queue (Assignment tab)–From the list of all queues, you
select which form you want to apply to each queue. See Assigning a leave message
form to a queue on page 177.
How WebACD uses the information customers enter

The fields you select or add on the Entry Form tab appear on the forms customers
submit when they request assistance. WebACD provides these fields on the Entry
Form tab:
■ first name
■ last name
■ email address
■ phone number
WebACD requires that the customer provide his or her first name, last name, and
email address. You may already have these (and other details) about a customer
stored in a profile. If you can supply this information about the customer in the
html you send to the server, you do not have to display these fields and require the
customer to fill them in. You must replace provide the correct parameters to
WebACD.
WebACD requires some basic information about the

customer. You do not have to request these details directly
from the customer, if you have customer information stored
(for example, in a profile) and have a mechanism for providing
these details to WebACD.
You can add fields to the leave message form that help the customer narrow his or
her problem. You select how WebACD displays these choices to customers:
■ in a text box
■ as check boxes
■ as option buttons
■ in a drop-down list
172
You set up the fields that appear on the request

form customers submit.
The form that displays to customers or clients.
Adding new fields to the leave message form

You can tailor the leave message form to capture exactly the information you need.
You can have customers provide details about the problem or issues found in your
product or service. You route the message forms to the person best equipped to take
the call.
4 Under Name of Form, click the link for the leave message form you want to
update.
The Edit Form page appears.
173
5 Add one or more new fields.
For details about the types of fields you can add, see
■ Text Box Options on page 176
■ Check Boxes Options on page 176
■ Option Button Options on page 177
■ Drop-Down List Options on page 177
6 Click Save to save the entry form and any other changes you have made to this
queue.
Create New/Edit Form Page Options
Option Description
Name of Form Enter or edit the name of the form

Click the check box to display the field on the form.
Click the check box to require that the field be filled in on

the form.
Fields Enter the following required information:

■ First name
■ Last name
■ Email address
■ Phone number
Add New button Click to open a page where you can add new fields to the
form.
Change Order button Click to change the order of the fields on the form.
Save button Click to save the form.
174
Rearranging fields on the leave message form

You may want to change the order of the fields on the leave message form, perhaps
grouping the fields together in a logical order.
To rearrange the fields:
4 Under Name of Form, click the link for the leave message form you want to
update.
The Edit Form page appears.
5 Click Change Order.
6 On the Change Order page, select a field you want to move.
7 Use the arrows to move the field up or down.
Select a field.
Use the arrow buttons to

move the field up or down
on the entry form.
8 Click Save to save the new order and any other changes you have made to this
queue.
175
Change Order Options
Option Description
Form fields Highlight the field that you want to move.

Move the highlighted field up on the form.
Move the highlighted field down on the form.
Save button Click to save the order.
Text Box Options

Customers enter a free-form description of the problem or issue that concerns
them.
Option Description
Single line Select to provide one line for customers to enter

information.
Multi-line Select to provide more than one line for customers to
enter information.
Text box label Enter a phrase that introduces the text box.
Example: You want customers to type the same of
service or product they are contacting you about. Enter
this text as the label: Type the name of product
you need help with
Width Enter the number of characters customers may enter in
the text box.
Height Enter the number of lines of text that the customers may
enter in the text box.
Save button Click to save the option.
Check Boxes Options

Customers select one or more check boxes in the list of boxes that you set up here.
Option Description
Group label Enter a phrase that describes the list of check boxes
Example: You want customers to select the services or
products they are contacting you about. Enter this text as
the label: Choose the product or products you
need help with
Check box For each check box you want to add, type a description
and select whether you want this check box to be preset
as selected (checked) or cleared (blank)
176
Add additional check boxes If you need to include more than nine check boxes on the
entry form, select how many more check boxes you
need.
Option Button Options

Customers select one option in the list of options you set up here.
Option Description
Group label Enter a phrase that describes the list of options

Example: You want customers to select the service or
product they are contacting you about. Enter this text as
the label: Choose the product or service you
need help with
Default choice Select one option as the preset.
Choice For each option you want to add, type a description
Add additional choices If you need to include more than nine options on the
entry form, select how many more options you need.
Drop-Down List Options

Customers select one item in the drop-down list you set up here
Option Description
Group label Enter a phrase that describes the items on the drop-down
list.
Example: You want customers to select the service or
product they are contacting you about. Enter this text as
the label: Choose the product or service you
need help with
Default choice Select one list item as the preset.
Choice For each list item you want to add, type a description
Add additional choices If you need to include more than nine options on the
entry form, select how many more options you need.
Assigning a leave message form to a queue

1 On the Site Settings drop-down list, select WebACD. Click Leave Message Form.
2 Click the Assignment tab.
3 Under Name of Queue, locate the queue you want to update.
4 In the Leave Form drop-down list, select the form you want to assign to the
queue.
177
5 Click Save.
178
15
Viewing Reports
view a session usage report Viewing usage reports on page 179

view a media storage usage report Viewing recording storage usage report on
page 180
view a storage utilization by user report Viewing storage utilization by user reports on
page 181
view an Access Anywhere report Viewing Access Anywhere reports on
page 181
view Sales Center reports Viewing Sales Center reports on page 182
view Training Center usage report Training Center Reports on page 187
using Event Center report builder Using Event Center Report Builder on
page 188
Viewing usage reports

Use this procedure to view reports that show information about sessions conducted
on your site and people who attended those sessions.
To run usage reports:
2 Click Reports.
3 Click Usage Report.
4 To run a report about the meetings a specific user hosted, at User Name enter
the user’s user name.
5 Select the beginning and ending dates for the report.
179
Chapter 15: Viewing Reports
Note Report data is only available for sessions conducted up to three months
before today's date.
6 To view a report for only certain session topics, in the Topic box, enter all or part
of the topic name.
Tip You can use wildcards, such as ? or *, when specifying a text string.
7 To sort the report by date, topic, user name, or start time, at Sort results by select
the desired sort criteria.
8 Click Display Report.
9 To export the report in CSV format so that you can import it into a spreadsheet
or other program, at Export CSV Reports, do one or both of the following:
■ To export the Summary Usage report to a CSV file, click Session Summary.
■ To export the Attendee Detail report for all sessions on the Summary Usage
Report page to a CSV file, click Attendee Details.
Viewing recording storage usage report

Use this procedure to view reports that show information about recording usage for
WebEx Recorder.
To run recording storage usage reports:
2 Click Reports.
3 Click Recording Storage Usage Report.
4 To run a report about the meetings a specific user hosted, at Host User Name
enter the host user name.
6 To sort the report by date, topic, user name, or start time, at Sort results by select
the desired sort criteria.
180
or other program, at Export CSV Reports, do one or both of the following:
■ To export the Summary Usage report to a CSV file, click Session Summary.
■ To export the Attendee Detail report for all sessions on the Summary Usage
Report page to a CSV file, click Attendee Details.
Viewing storage utilization by user reports

Use this procedure to view reports that show information about storage usage for
WebEx Recorder for download only in Excel format.
To run media storage usage reports:
2 Click Reports.
3 Click Storage Utilization by User Report.
4 Click Open to open the report in .CSV format. Click Save to save the report to
your computer.
Viewing Access Anywhere reports

Use this procedure to view reports that show information about Access Anywhere
sessions.
To view an Access Anywhere report:
Reports.
4 In Sort results by drop-down list, select an option by which to sort the sessions
in the report.
You can sort by computer name, client IP address, date, session starting time,
session ending time, or session duration.
The Access Anywhere Report page appears.
181
or other program, click Export Report.
7 To print the report, click Printer-Friendly Format.
Viewing Sales Center reports

Sales Managers can view all of the following in-bound meeting reports on the
MyWebEx> Reports page:
■ Session Query
■ CSR activity
■ Call Volume
■ URL Referral
■ Allocation Queue
Sales team members can view CSR Activity and Allocation Queue reports on the
MyWebEx> Reports page.
To view in-bound meeting reports:
3 Click the In-bound Meeting Report link. The Reports page appears.
4 Click on the report you want to run. For details
Report See...
Session Query Tool—to report on session Session Query Tool on page 183
information for selected queues or CSRs.
CSR Activity—to report on CSR activity. CSR activity report on page 183
Call Volume—to report on the number of Call Volume report on page 184
incoming and outgoing requests.
182
Report See...
URL Referral—to report on URL referrals. URL Referrals report on page 185
Allocation Queue—to report on activity per Allocation Queue report on page 186
planned queue allocation.
Session Query Tool

To view a report on session information for selected queues or CSRs:
3 Click the In-bound Meeting Report link.
4 On the Reports page, click the Session Query Tool button. The Session Query
Tool page appears.
5 Select the information you want to display on the report.
■ Click Display Report to display the report. From the report results, you can
choose to print or export the report to CSV.
■ Click Export to CSV to export the report data into a CSV (comma separated
value) file. Name and select where you want to save the file.
CSR activity report

To view a report on CSR activity:
183
4 On the Reports page, click the CSR Activity button. The CSR Activity page
appears.
Call Volume report

To view a report on CSR activity:
4 On the Reports page, click the Call Volume button. The Call Volume page
appears.
184
URL Referrals report

To view a report on URL Referrals:
4 On the Reports page, click the URL Referral button. The URL Referral page
appears.
185
Allocation Queue report

To view a report on Allocation Queues:
4 On the Reports page, click the Allocation Queues button. You must first create
allocation queues to run this report. The Allocation Queues page appears.
186
Training Center Reports

2 Select Training Center in the Site Settings for drop-down list.
3 Click Reports. Select one of the following Training Center reports:

Report Description
Usage Report To view usage information for all

sessions.
Registration Report View all registration information for
all sessions scheduled and in the
past.
Recorded Session Access View all recorded sessions access
Report across all recorded sessions.
Coupon Report View details of coupons issued and
used.
Training Report by Attendee View training information for all
sessions for which a person has
registered or attended.
4 Specify search criteria, and then click Display Report.

■ View a summary list of training sessions that meet your search criteria.
■ Download a Session Summary report for all the training sessions that meet your
search criteria.
■ Navigate to the Detail Session Report for a training session.
Fields on this page
Option Description
Topic The topic for a training session. Click its link to view the Session
Detail Report for the session.
[Tracking Code] Indicates tracking code values for the training sessions. If the
training sessions used multiple tracking codes, each tracking
code name appears as a column header.
User Name The user name of the host of a training session. Click the name’s
link to view the Edit User page for the host in Site Administration.
Date The date on which the training session occurred.
Start Time The time at which the host started the training session.
Duration The duration of the training session, in minutes.
187
Option Description
Invited The total number of attendees whom the host invited to the
training session, using the session scheduling page.
Registered The total number of attendees who registered for the training
session. If the host did not require registration for the session, the
text N/A appears in this column.
Attended The total number of participants in the training session, including
the host.
Absent The number of participants who registered for the training
session, but did not attend the session.
Tele Indicates whether or not the host used one of the following
integrated WebEx voice conferencing services: Internet phone,
call-in teleconference, call-back teleconference, toll-free call-in
teleconferencing, or toll-free international teleconferencing.
Options on this page
Option Description
Search again This link navigates to the Training Center Usage Report query
page to let you search again.
Printer-friendly format Displays the report in a format that you can print.
Export Report Downloads a CSV (comma-separated values) file that contains
detailed information about all training sessions that appear on the
Training Center Usage Report summary page.
Using Event Center Report Builder

Report Builder lets you to create reports about the events and programs on your
Event Center Web site and about the people who have attended or enrolled for the
events, or viewed recorded events.
The reports that you create and save appear on the Event Center Reports Dashboard
page in Site Administration. You can view, edit, or delete them at any time. You can
also download a report to a file in either the CSV (comma-separated values) or
XML format.
To create a report, you must specify the search criteria that Site Administration uses
to retrieve information for the report. You can create the following types of reports
using Report Builder:
■ Program Report: Contains information about programs users have created on
your Event Center Web site. It can provide information such as the program
name, program URL, status, and budget. The report can also provide statistics,
such as the total number of events, enrollees, attendees and viewers of recorded
events in the program.
■ Event Report: Contains information about events users have hosted on your
Event Center Web site. It can provide information such as the program an event
188
belongs to, event name, status, and tracking codes. The report can also provide
statistics, such as the total number of pending, rejected, and approved enrollees
in an event.
■ Attendee/Enrollee/Viewer Report: Contains information about the people who
attended or enrolled for events on your Event Center Web site, such as their
names and email addresses and the times they joined or left an event.
Opening Report Builder

To create a new report, you must open Report Builder.
To open report builder:
2 In the Site Settings for drop-down list, select Event Center, and then click
Reports.
3 Scroll down if required and click Create New Report.
The New Report - Step 1 page appears, displaying the first step in creating a
report.
Creating an Event Center report

You can create one of the following types of reports using Event Center Report
Builder:
■ Program
■ Event/Recording
■ Registrant/Attendee/Recording Download
To create a report:
1 Open Report Builder. For details, see Opening Report Builder on page 189.
2 In the Report name field, type a name for the report.
3 In the Description field, type a description for the report.
4 From the Report category drop-down list, select the type of report you want to
create:
■ Program
■ Event/Recording
■ Registrant/Attendee/Recording Download
5 If applicable, select the Sub Type for the report.
189
Note The Sub Type drop down list appears only for the
Registrant/Attendee/Recording Download report.
6 Select the other appropriate items based on the report type you are creating and
click Next.
The Step 2 page appears. On this page you can sort the order of the selected
fields.
7 Optional. Change the order of the fields that appear on the report. For details,
see Sorting the order of report fields on page 190.
8 Click Next.
Note For Program and Event reports: The Step 3 page appears. Some of the
fields you have selected in the earlier steps will appear. You can use these as filters
to refine your report.
9 Specify the criteria you want.
For details about how to specify the criteria, see Refining your report query on
page 191.
10 To preview your report, click Preview Report.
The Preview Report page appears, showing information in the report according
to the options that you have selected.
Note On the Preview Report page, you can do the following:
■ Download the report to either a comma-separated values (CSV) file or an XML

file. See Downloading Event Center reports on page 192.
■ Edit the report to specify different fields, change the sort order, and so on. See
Editing Report Builder reports on page 193.
■ Save the report on your Site Administration site. See Saving Event Center reports
on page 192.
■ Delete the report. See Deleting Event Center reports on page 193.
Sorting the order of report fields

When creating or editing a report using Event Center Report Builder, you cansort
order of the fields you have selected.
190
To sort order of fields:

1 In Report Builder, on the Step 2 page, select the field by which you want to sort
your report in the Sort by drop-down list.
The drop-down list contains all the fields you have selected to display in the
report in the first step.
2 Optional: Change the order in which the remaining fields appear in the report,
as follows:
a In the Order of fields box, select a field for which you want to specify its order
of appearance.
The Order of fields box contains all the other fields, except the one you have
selected in the Sort by drop-down list.
b To make a field appear to the left of another field in the report, click Up. To
make a field appear to the right of another field in the report, click Down.
Refining your report query

When creating or editing a report using Event Center Report Builder, you can use
specific fields that you selected to display in a report as filters to further refine your
reports.
To refine your report query:
In Report Builder, on the Step 3 page, specify criteria for the fields, using the
following options, as appropriate for the type of field:
■ Text box: Type text for which you want to search. For example, in the Program
Name text box, you can type all or part of a program name, and the report will
display only those programs whose names contain that text.
Wildcard expressions are not supported.
■ Date range drop-down list: Select the first and last date for the date range within
which you want to search.
Opening a saved Event Center report

You can view an existing Event Center report that you saved on your Site
Administration site.
To open a saved Event Center report:
1 On the Event Center Reports Dashboard, scroll down to Saved Reports.
2 Under Report name, click the link for the report that you want to view.
The Report page appears, showing the details of the report.
191
Note On the Report details page, you can do the following.
■ Download the report to either a comma-separated values (CSV) file or an XML

file. See Downloading Event Center reports on page 192.
■ Edit the report to specify different fields, change the sort order, and so on. See
Editing Report Builder reports on page 193.
■ Save a copy of the report on your Site Administration site. See Saving Event
Center reports on page 192.
Saving Event Center reports

You can save any report that you create using Event Center Report Builder. You can
either save a report that you just created or save a copy of a previously saved report.
To save the report:
■ Create a new report. For details, see Saving Event Center reports on page 192.
■ Open a previously saved report. For details, see the topic Opening a saved
Event Center report on page 191.
■ To save a report click Save.

■ To save a copy of an existing report, click Save as new report.
The Save Report page appears.
3 In the Report name box, enter a name for the report.
4 In the Description box, enter a short description about the report.
5 Click Save.
Your saved report appears under Saved Reports.
Downloading Event Center reports

You can download to your computer any report that you created using Report
Builder. You can save the downloaded report to either a comma-separated values
(CSV) file or an XML file.
To download an Event Center report:
■ Create a new report. For details, see Creating an Event Center report on
page 189.
192
2 On the eport page, select one of the following file formats for the report from the
Format drop-down list:
■ CSV
■ XML
3 Click Download Report.
A File Download dialog box appears.

4 Select Save this file to disk, and then click OK.
5 In the Save as dialog box, specify a location to save the report, and then click
Save.
Editing Report Builder reports

Once you create an Event Center report using Report Builder, you can edit it to
change any of the information you specified when creating the report.
To edit a report:
■ Create a new report. For details, see Creating an Event Center report on
page 189.
2 On the page, click Edit.
3 Follow the same process as you did when creating a report.For details about
creating a report, see Creating an Event Center report on page 189.
Deleting Event Center reports

You can delete an existing Event Center report that you saved on your Site
Administration site, or a new report that you just created.
To delete a saved report:
The Site Settings for Common page appears.

2 In the Site Settings for drop-down list, select Event Center, and then click
Reports.
3 Scroll down to Saved Reports.
4 Do the following:
■ Under Report name, select the check box for the report that you want to
delete. Or, to delete all reports, click Select All.
193
5 Click Delete.

6 In the message box, click OK to delete the saved report.
194
16
CSV File Format Reference
For details about the.... See...
CSV file format for user accounts CSV File Format for User Accounts on
page 196
CSV file format for contacts CSV File Format for Contacts on page 213
CSV file format for tracking code values CSV File Format for Tracking Code Values on
page 216
195
Chapter 16: CSV File Format Reference
CSV File Format for User Accounts

The following is an example of a comma-separated values (CSV) file that was
formatted in Microsoft Excel. This example does not show all the possible fields for
which you must provide values. You must create your own, company-specific CSV
file template.
Before you create a CSV file for user accounts

■ Before you import user account data in a CSV file, create a backup file of your
existing user accounts, by exporting their data.
■ All exports (report, user, contacts) are exported in Unicode tab-delimited text
(UTF-16LE) format. All imports support CSV (for English data only) and
Unicode tab delimited text (for non-English data and mixed language data.)
■ A CSV file must include column headings at the top of the file. When creating a
CSV file using a spreadsheet program, such as Microsoft Excel, ensure that the
column headings are in the first row of a spreadsheet. Column headings must
appear exactly as specified under Account-Information Fields below.
■ Some user account information is required, as specified under
Account-Information Fields below. Thus, you must include all column
headings for required fields. You need not include column headings for optional
fields for which you do not provide user account information.
■ To ensure that your CSV file contains all required column headings, in their
proper format, WebEx strongly recommends that you create a CSV file
template.
■ The account-information fields in a CSV file are not case-sensitive. Thus, you
can type values in either uppercase or lowercase letters, or a combination of
both. However, the values that appear in the user's profile on your site—such as
the user's name—will appear as you type them in the CSV file. Also users must
type their default passwords exactly as you specify them in the CSV file to log in
to their accounts.
■ Refer to Account-Information Fields below for the correct format for user
account information.
■ Once you finish specifying user account information, ensure that you save the
spreadsheet file as a CSV file.
■ If you specify any information for a user account incorrectly, Site
Administration cannot create that account. In this case, Site Administration
generates a list of records for the accounts that it was unable to create, including
the cause for each error. You can download a file containing these records to
your computer for reference or to correct the errors directly in that file.
for one or more user accounts, you can edit accounts individually using Site
Administration>Edit User List. Or, you can contact your WebEx account
manager for assistance.
196
Creating a CSV File Template

2 On the Batch Import/Export Users page, click Export. A message will display
staying that your request is received. You will receive an email notification when
the export process is complete.
3 Using the link in the email notification, open the file containing the data that
you exported in a spreadsheet program, such as Excel.
4 If you want to only add new user accounts, delete any account data that the
exported file contains. Deleting this data does not affect any existing accounts
when you upload the CSV file to Site Administration.
Account-Information Fields
Field Description
UserID Indicates an identification number that WebEx database for Site

Administration automatically generates for the account.
Important
■ If you are adding a new account, do not provide any
information in this column. Site Administration generates this
number after you upload the CSV file. Site Administration
requires that this field be empty to create a new account.
■ If you are editing an existing account, do not delete or modify
this number. If you modify the number for an existing account,
Site Administration creates a new user account, using the
account data in that row. However, if required account data—
such as a user name or email address—already exists for an
account on your site, Site Administration cannot create the
new account.
Active Required. Specifies whether a user account is active or
inactive—that is, whether the user can host WebEx meetings,
training sessions, support sessions, or events, depending on
your site type. This field can contain one of the following values:
■ Y: The user account is active.
■ N: The user account in inactive.
FirstName Required. Specifies the first name of the user to whom this
account belongs.
LastName Required. Specifies the last name of the user to whom this
account belongs.
UserName Required. Specifies the identifier that the user to whom this
account belongs uses to log in to your organization's WebEx
service. User names:
■ Must be unique
■ Can consist of a maximum of 64 characters
Important WebEx recommends that you do not create user

names that include spaces or punctuation marks, except
underscores, hyphens, and periods.
197
Field Description
Password Required. Specifies the password for the account. Passwords:

■ Must contain at least four characters
■ Are case-sensitive—that is, users must type their passwords

exactly as you specify them in this field
■ Can be “****”, which indicates to the Site Administrator not to
change the password for an existing account.
■ Create a new, random password for a new account. In this
case, if you are using the option “Require Strict Password...”,
then the new password does not meet the password criteria,
and the user is required to change the password the first time
the user logs in.
Important If, on the Site Settings for Common page, you
selected the Require strict password for new user accounts
option, and you are using a CSV file to create new user
accounts, you must specify a default password for each account
that complies with the strict password criteria you specified.
Imported passwords in a CSV file can be changed, if proper
password criteria is set in Site Security options.
Email Required. Specifies the user's email address. A user's email
address must be unique.
198
Field Description
Language Optional. Specifies the language that is selected by default on

the user's Preferences page. This option determines the
language in which text appears to the user on your meeting
service Web site. Depending on which languages your site
supports, this field contains one of the following numeric values,
each of which corresponds to a language. The short name is
listed next to the language name.
Locale ID Language ID
U.S. 2 Spanish es-me
Australia 3 German de
Canada 4 Korean ko
French Canada 5 Chinese zh-cn
China 6 Italian it
France 7 Swedish sw
Germany 8 Japanese jp
Hong Kong 9 Traditional Chinese zh-tw
Italy 10 French fr
Japan 11 English en-us
Korea 12 Portuguese pt-br
New Zealand 13
Spain 14
Sweden 15
Switzerland 16
Taiwan 17
United Kingdom 18
Mexico 19
Argentina 20
Chile 21
Colombia 22
Venezuela 23
Brasil 24
Portugal 25
199
Field Description
HostPrivilege Required. Specifies the type of account that the user has. This
field can contain the following account types:
■ HOST: Specifies that the user has a host account. The user
can log in to your organization's WebEx service to host
meetings.
■ ADMN: Specifies that the user has a site administrator
account. The user can log in to your organization's WebEx
service to host meetings and use Site Administration to
administrate your WebEx service.
Important A site administrator can manage user accounts,
handle registration requests, and specify preferences for your
organization's WebEx service. Therefore, WebEx recommends
that your organization have only one or two site administrator
accounts.
■ ADMV: Specifies that the user has a view-only site
administrator account. The user can log in to your
organization's WebEx service to host meetings and use Site
Administration to view user account information, registration
requests, WebEx configuration and preferences, and meeting
usage reports. However, a site administrator with view-only
privileges cannot change user account information or settings
for your organization's WebEx service.
■ ATTD: Specifies that the user has an attendee account. The
user can log in to your WebEx service to view a list of
meetings to which he or she was invited and to attend
meetings that require an account on your site. The user can
also maintain a user profile. However, the user cannot host
meetings on your site.
Note The following information in the CSV file applies to
attendee accounts. If you provide any other information in the
CSV file, Site Administration ignores it.
■ Whether the user account is active or inactive
■ First name
■ Last name
■ Password
■ Email address
200
Field Description
MeetingPrivilege Optional. Specifies which types of meetings the user can host.
This field can contain one or more codes, with up three digits,
that indicate the meeting types a user can host.
Note
■ To obtain a valid code for this field, refer to the index values
under Index for the session types that are listed on the Site
Administration Home page. However, if your site includes the
Access Anywhere meeting type, do not type its code in this
field.
■ If any codes contain leading zeros, you need not type them.
For example, if your meeting type code is 004, type only the
digit 4 in this field.
■ You can specify multiple meeting types for any user account,
if your organization has the appropriate licenses. To specify
multiple service types, separate them with commas, but
without spaces—for example:
15,120
■ If you have any questions about the meeting types that your
organization has purchased, please contact your WebEx
account manager.
201
Field Description
TelephonyPrivilege Optional. Specifies the types of teleconferencing services that

the user can use when hosting a session. This field can contain
one or more of the following values for an account, depending on
the teleconferencing services that your organization's WebEx
service supports:
■ CLIN: Call-in teleconferencing. Specifies that the user can
host sessions in which attendees can call a telephone
number to join a teleconference.
■ TOLL: Toll-free call-in teleconferencing. Specifies that the
user can host sessions in which attendees call a toll-free
telephone number to join a teleconference.
■ CLBK: Call-back teleconferencing. Specifies that the user can
host sessions in which attendees receive a telephone call
from the WebEx service to join a teleconference. Each
attendee first calls a telephone number, and then hangs up.
The service then calls the attendee's telephone number.
■ INTL: International call-back teleconferencing. Specifies that
the user can host meetings or training sessions in which
attendees receive an international telephone call from the
WebEx service to join a teleconference.
■ VOIP: Internet phone. Specifies that the user can host
sessions that include an Internet phone (voice over IP)
conference.
■ ILCI: International call-in numbers. Specifies that the user
can host sessions for which attendees in other countries can
call a local phone number to join a teleconference.
■ SELT: Teleconferencing location. Specifies that the user can
select the location of the telephony bridge to use for a
teleconference. Available only if your WebEx service is
provisioned with multiple bridge locations.
Note
■ You can specify multiple teleconferencing types for any user
account, if your organization has purchased the appropriate
options. To specify multiple teleconferencing types, separate
them with commas, without spaces—for example:
CLIN,CLBK,VOIP
■ To determine which teleconferencing services your
organization supports, refer to the Site Administration Home
page.
GeneralPriv Optional. Specifies the general privileges that the user has on
your WebEx service site. This field can contain the following
value:
BADM: Specifies that the user is a billing administrator. The user
can access Billing reports from WebEx in My WebEx. Applicable
only to WebEx service sites that have the Billing Administrator
option.
202
Field Description
EditorPrivilege Optional. If your site includes the WebEx Recording Editor,

specifies whether or not the user can download WebEx
Recording Editor from your site's Recording and Playback page
on your site. This field can contain one of the following values:
■ Y: The link to download WebEx Recording Editor appears to
the user on the Recording and Playback page.
■ N: The link to download WebEx Recording Editor does not
appear to the user on the Recording and Playback page.
TCPrivilege Optional. Available for Training Center sites only. Specifies
which privileges the user has for Training Center. This field can
contain the following value:
HOLA: Specifies that the user can use the Hands-on Lab option
for training sessions.
SaCPrivilege Optional. Available for Sales Center sites only. Specifies which
roles the user has on your Sales Center site.
■ SALR: Sales representative. The user can host sales
meetings and create Sales Meeting reports.
■ SALM: Sales manager. The user can monitor meetings and
create Sales Meeting reports and Sales Manager reports.
■ SALA: Sales assistant. The user can host sales meetings and
create Sales Meeting reports.
■ SJME: Subject matter expert. The user can participate in a
sales meeting as a subject matter expert (SME) in the
Participants panel. If you assign the SME role to a user, you
must associate one or more products with the user in the
SaCProducts field and provide a description of the SME in
the SaCSJMEDesc field.
Note You can specify multiple privileges for a user account. To
specify multiple privileges, separate them with commas, without
spaces—for example:
SALR,SJME
SaCProducts Optional. Available for Sales Center sites only. Applicable only if
you assign the subject matter expert role (SJME) to the user.
Specifies the products associated with the user. You must type
a product name exactly as it appears on the Product Definition
page in Site Administration. You cannot specify new products in
this field. Any product name that does not match an existing
name in Site Administration is ignored.
Note You can specify multiple products for a user account. To
specify multiple products, separate them with commas, without
spaces-for example:
ZipSoft File Handler,ZipSoft File Extractor
SaCSJMEDesc Optional. Available for Sales Center sites only. Applicable only if
you assign the subject matter expert role (SJME) to the user.
Specifies a description of the subject matter expert (SME). For
example, you can indicate the SME's expertise, special product
knowledge, and so on.
203
Field Description
SaCSlsMgr Optional. Available for Sales Center sites only. Specifies another
Sales Center user as this user's manager. A user's manager can
monitor the user's sales meetings. You can specify the full name
of any user to whom you have assigned the sales manager role
(SALM).
Important You can specify the name of a manager only if that
user already has the manager role privilege on your site. You
cannot assign the manager role to a user in the CSV file and then
specify that user as a manager for another user.
SCOptions Optional. Available for Support Center sites only. Specifies
which Remote Support options users can use. You can specify
the following value in this field:
AREC: Auto record. Specifies that Remote Support will
automatically record support session that the user conducts.
SCShareView Optional. Available for Support Center sites only. For a Remote
Support session, specifies how a shared application or desktop
appears on a representative's and customer's screen by default.
You can specify the following values for this field:
■ FSSF: Full screen - scale to fit. Specifies that a shared
application or desktop appears in a full-screen view on a
support representative's or customer's screen, and that the
size of the application or desktop is adjusted to fit the
full-screen view in its entirety.
■ FS: Full screen. Specifies that a shared application or desktop
■ WSF: Window - scale to fit. Specifies that a shared application
or desktop appears in a window a support representative's or
■ WIN: Window. Specifies that a shared application or desktop
SCShareColor Optional. Available for Support Center sites only. For a Remote
Support session, specifies the color setting for a shared
application or desktop that appears on a support representative's
or customer's screen by default. You can specify the following
values for this field:
■ 256: 256 colors. Specifies that a shared application or
desktop appears in 256 colors in the viewer or the support
less bandwidth for sharing applications or desktops than does
the High color (16B) option but provides lower imaging
quality.
■ 16B: High color (16-bit). Specifies that a shared application or
imaging quality.
204
Field Description
SCSaveLoc Optional. Available for Support Center sites only. Applies only if
you specified the Auto Record (AREC) for SCOptions for the
user. For a Remote Support session, specifies the location at
which WebEx Recorder saves recording files. By default, WebEx
Recorder saves all recording files at the following location on the
support representative's computer:
C:\My Recorded_Sessions
However, you can specify any location on either a support
representative's computer or another computer on your
network-for example:
C:\Session Recordings.
If neither the default location nor a location that you specify
exists, Support Center creates the necessary folders.
Important If you specify a location on a computer on your
network, ensure that
■ The support representative's computer is mapped to the
appropriate network drive.
■ The support representative's network account has access to
the location.
STOptions Optional. Available for Support Center sites with the Remote
Access option only. Applies only if you specified the Auto Record
(AREC) for STOptions for the user. Specifies which Remote
Access options that user can use. You can specify the following
value in this field:
AREC: Auto record. Specifies that Remote Access will
automatically record remote support sessions that the user
conducts.
STShareView Optional. Available for Support Center sites only. Applies only if
you specified the Auto Record (AREC) for STOptions for the
user. For a Remote Support session, specifies how a shared
application or desktop appears on a representative's and
customer's screen by default. You can specify the following
values for this field:
■ FSSF: Full screen - scale to fit. Specifies that a shared
application or desktop appears in a full-screen view on a
support representative's or customer's screen, and that the
size of the application or desktop is adjusted to fit the
full-screen view in its entirety.
■ FS: Full screen. Specifies that a shared application or desktop
■ WSF: Window - scale to fit. Specifies that a shared application
or desktop appears in a window a support representative's or
■ WIN: Window. Specifies that a shared application or desktop
205
Field Description
STShareColor Optional. Available for Support Center sites only. Applies only if
you specified the Auto Record (AREC) for STOptions for the
user. For a Remote Support session, specifies the color setting
for a shared application or desktop that appears on a support
representative's or customer's screen by default. You can
specify the following values for this field:
■ 256: 256 colors. Specifies that a shared application or
desktop appears in 256 colors in the viewer or the support
less bandwidth for sharing applications or desktops than does
the High color (16B) option but provides lower imaging
quality.
■ 16B: High color (16-bit). Specifies that a shared application or
imaging quality.
STComputers Optional. Available for Support Center sites with the Remote
(AREC) for STOptions for the user. Specifies which computers
the user can access remotely, using Remote Access. The
computers must already be defined for Remote Access in Site
Administration. You must type the computer names exactly as
they appear in Site Administration.
Note You can specify multiple computers for a user account. To
specify multiple computers, separate them with commas, without
spaces-for example:
Computer 1,Computer 2
STLocations Optional. Available for Support Center sites with the Remote
(AREC) for STOptions for the user. Specifies the location at
which WebEx Recorder saves recording files. By default, WebEx
Recorder saves all recording files at the following location on the
support representative's computer:
C:\My Recorded Sessions
However, you can specify any location on either a support
representative's computer or another computer on your
network—for example,
C:\RemoteAccess_Recordings.
If neither the default location nor a location that you specify
exists, Remote Access creates the necessary folders.
Important If you specify a location on a computer on your
network, ensure that:
■ The support representative's computer is mapped to the
appropriate network drive.
■ The support representative's network account has access to
the location.
206
Field Description
TimeZone Optional. Specifies the index number for the time zone in which
the user resides. A time zone index number must be from 0 to
61, inclusive. If you do not specify a time zone, Site
Administration sets the time zone for the user's account to the
time zone for your meeting service Web site. For a list of time
zones and their index numbers, see Time Zones on page 217.
PhoneCntry Optional. Specifies the number that you must dial to call a user
who resides in another country. This field must contain only
numbers.
PhoneLocal Optional. Specifies the user's phone number. This field must
contain only numbers. Do not include punctuation, such as
dashes or periods.
PhoneCallin Optional. Specifies the number the user must use to call in.
PhoneCallback Optional. Specifies the number at which the user wants to be
called.
CellCntry Optional. Specifies the number that you must dial to call a user
numbers.
CellLocal Optional. Specifies the user's mobile phone number the user
must use to call in.
CellCallin Optional. Specifies the user’s mobile phone number at which the
user wants to be called.
CellCallback Optional. Specifies the extension of the user's mobile phone
number. This field must contain only numbers.
AP1Cntry, AP2Cntry Optional. Specifies the number that you must dial to call a user
numbers.
AP1Local, AP2Local Optional. Specifies the user's pager number. This field must
contain only numbers. Do not include punctuation, such as
dashes or periods.
AP1Callin, AP2Callin Optional. Specifies the pager number the user must use to call
in.
AP1Callback, AP2Callback Optional. Specifies the user's pager number at which the user
wants to be called.
Pin Optional. Specifies the user’s personal identification number.
Address1 Optional. Specifies the user's mailing address.
Address2 Optional. Specifies additional information about the user's
mailing address, if necessary.
City Optional. Specifies the city in which the user resides.
State/Province Optional. Specifies the state or province in which the user
resides.
Zip/Postal Optional. Specifies the ZIP or postal code for the user's mailing
address.
Country/Region Optional. Specifies the country or region in which the user
resides.
207
Field Description
MyWebEx Optional. If your site includes the My WebEx option, specifies the
type of My WebEx privilege assigned to the account. This field
can contain one of the following values:
■ STD: Specifies that the user account receives the My WebEx
Standard privilege.
■ PRO: Specifies that the user account receives the My WebEx
Pro privilege.
■ N: If your site does not include the My WebEx option, specify
this value for each user account.
Note
■ The number of accounts for which you can specify the PRO
value depends on the number of My WebEx Pro licenses
available for your site. To determine the number of My WebEx
Pro licenses available for assigning to user accounts, see the
Add User or Edit User page in Site Administration.
■ If, when specifying My WebEx privileges, you exceed the
number of licenses for your site, Site Administration cannot
create or update all accounts for which PRO is specified. For
example, if your site has 10 My WebEx Pro licenses, and you
specify PRO for 20 accounts, Site Administration imports
account information only for the first 10 accounts for which
you specified PRO.
■ If your site includes the My WebEx option, ensure that you
specify either STD or PRO for each account.
MyContacts Optional. If your site includes the My WebEx option, specifies
whether the user can access and maintain an address book from
the user's My WebEx area on your site. The address book
contains your company address book—if you maintain one—and
allows the user to maintain a personal contacts list. This field can
contain one of the following values:
■ Y: Specifies that My Contacts is available in the user's My
WebEx area, allowing the user to access and maintain a
personal address book.
■ N: Specifies that My Contacts is not available in the user's My
WebEx area. However, the user can still access his or her
personal address book, using the options on the Schedule a
Meeting page.
MyProfile Optional. If your site includes the My WebEx option, specifies
whether the user can access his or her user profile from the
user's My WebEx area on your site. This field can contain one of
the following values:
■ Y: Specifies that My Profile is available in the user's My
WebEx area, allowing the user to access and maintain his or
her user profile.
■ N: Specifies that My Profile is not available in the user's My
WebEx area. However, the user can still access his or her
user profile, by clicking the My Profile link on the navigation
bar.
208
Field Description
MyMeetings Optional. If your site includes the My WebEx option, specifies

whether the user can use his or her My WebEx area on your site
to access and maintain a list of meetings that he or she has
scheduled. This field can contain one of the following values:
■ Y: Specifies that My Meetings is available in the user's My
WebEx area, allowing the user to access and maintain a list of
scheduled meetings.
■ N: Specifies that My Meetings is not available in the user's My
WebEx area. However, the user can still access and maintain
a list scheduled meetings, by clicking the My Meetings link on
the navigation bar.
MyWorkspaces Optional. Specifies the use of My Workspace in My WebEx.
MyRecordings Optional. Applies only to accounts on a Training Center site and
for which you have specified PRO in the MyWebEx field.
Specifies whether the user can publish recorded training
sessions on your site. This field can contain one of the following
values:
■ Y: Specifies that My Recordings or My Training
Recordings (for Enterprise Edition) is available in the user's
My WebEx area, allowing the user to publish recordings on
your site.
■ N: Specifies that My Recordings or My Training
Recordings (for Enterprise Edition) is not available in the
user's My WebEx area, preventing the user from publishing
recordings on your site.
MyFolders Optional. If your site includes the My WebEx option, specifies
whether the user can store files in personal folders on your site.
This field can contain one of the following values:
■ Y: Specifies that the My Folders button appears in the user's
My WebEx area, allowing the user to store files on your site.
■ N: Specifies that the My Folders button does not appear in
the user's My WebEx area, preventing the user from storing
files on your site.
MyReports Optional. Applies only to accounts on a Training Center site and
for which you have specified PRO in the MyWebEx field.
Specifies whether the user can generate reports containing
information about training sessions that the user hosted and
computers that the user accessed remotely using Access
Anywhere. This field can contain one of the following values:
■ Y: Specifies that My Reports is available in the user's My
WebEx area, allowing the user to generate reports on your
site.
■ N: Specifies that My Reports is not available in the user's My
WebEx area, preventing the user from generating reports on
your site.
209
Field Description
AccessAnywhere Optional. Applies only to accounts for which you have specified
PRO in the MyWebEx field. Specifies whether the user can set
up and access remote computers, using Access Anywhere. This
field can contain one of the following values:
■ Y: Specifies that My Computers is available in the user's My
WebEx area, allowing the user to set up remote computers on
your site.
■ N: Specifies that My Computers is available in the user's My
WebEx area, preventing the user from setting up remote
computers on your site.
MyPMR Optional. Applies only to accounts for which you have specified
PRO in the MyWebEx field. Specifies whether the user can
receives a Personal Meeting Room page on your site, which lists
the user's scheduled meetings and allows attendees to join the
user's meetings from this page. This field can contain one of the
following values:
■ Y: Specifies that the user receives a Personal Meeting Room
page.
■ N: Specifies that the user does not receive a Personal
Meeting Room page.
OneClickSetup Optional. Specifies if the user can use One-Click.
AdditionalStorage Optional. Applies only to accounts for which you have specified
PRO in the MyWebEx field and Y for the MyFolders field.
Specifies the number of megabytes (MB) of additional storage
space that you want to allocate to the user for storing files on
your site. Type only numbers in this field. If you do not want to
allocate additional storage space to a user account, you can
leave this field blank.
Note
■ The total amount of additional storage space is determined by
your organization's meeting service contract. To determine
the amount of remaining storage space available for
allocating to user accounts, see the Add User or Edit User
page in Site Administration.
■ Depending on how WebEx configured your site, if you exceed
the total amount of additional storage space for your site, Site
Administration may not be able to create or update all
accounts for which you allocated additional storage.
210
Field Description
AdditionalComputers Optional. Applies only to accounts for which you have specified
PRO in the MyWebEx field and Y for the AccessAnywhere field.
Specifies the number of additional computers that you want to
allow the user to set up for Access Anywhere on your site. Type
only numbers in this field. If you do not want to allocate additional
computers to a user account, you can leave this field blank.
Note
■ The total number of additional computers is determined by
your organization's meeting service contract. To determine
the number of remaining computers available for allocating to
user accounts, see the Add User or Edit User page in Site
Administration.
■ Depending on how WebEx configured your site, if you exceed
the total number of additional computers for your site, Site
Administration may not be able to create or update all
accounts for which you allocated additional computers.
EventDocument Optional. For Enterprise Edition sites with Event Center.
Specifies whether the user can store recorded events on your
site. This field can contain one of the following values:
■ Y: Specifies that the Recorded Events page appears in the
user's My WebEx area, allowing the user to store recorded
events on your site.
■ N: Specifies that the Recorded Events page does not appear
in the user's My WebEx area, preventing the user from storing
recorded events on your site.
TeleAcct1 - TeleAcct3 Optional. These fields contain data only if your site provides
users with personal teleconference accounts, through the
WebEx Telephony API or the teleconference accounts option.
Caution Do not add or edit data in these fields. If you export
user account data, these fields are populated with the
teleconferencing numbers from the user’s personal
teleconferencing accounts. The telephony server provides these
numbers to the user when the user adds a personal
teleconferencing account using his or her My Profile page.
TeleconLocation Optional. Reserved for WebEx teleconferencing service provider
partners.
211
Field Description
SendWelcomeEmail Optional. Specifies whether your site automatically sends a

Welcome email message to the user once you create the
account.
If your site has the email templates option, you can edit the
template for the Welcome email message that your WebEx
service sends to users.
■ Y: Specifies that the user receives the Welcome email
message.
■ N: Specifies that the user does not receive the Welcome email
message.
Note This option is turned off by default for most WebEx sites.
If the option is off, specifying a value in this field has no effect. To
turn on this option, contact your WebEx account manager.
LabAdmin Optional. Applies only to Training Center. Specifies Training
Center privilege as administrator for Hands-on Lab.
SchedulePermission Optional. Applies only to Meeting Center, Training Center, Event
Center, and Sales Center sites. Specifies the users who can
schedule sessions on behalf of this user. You can specify only
those users who have accounts on the same WebEx service site
as this user. To specify a user, type the user's email address
exactly as it appears for the user's account.
You can specify multiple email address, by separating them with
commas and without spaces—for example:
jsmith@anyco.com,mbartel@anyco.com
PCNAcc1AutoGenerate Specifies whether you automatically generate an access code.
■ Y: Specifies that the access code is automatically generated.
■ N: Specifies that the access code is not automatically

generated.
PCNAcc1HostAccCode Specifies the host access code.
PCNAcc1AttndAccCodeFS Specifies the attendee access code for full speaking
teleconference.
PCNAcc1TollFreeCallinNum Specifies the toll-free call in number.
PCNAcc1TollCallinNum Specifies the backup toll call number.
PCNAcc1ILNum
teleconference.
PCNAcc2TollCallinNum Specifies the toll call in number.
PCNAcc2ILNum
212
Field Description

teleconference.
PCNAcc3AttndAccCodeLO Specifies the attendee access code for listen only
teleconference
PCNAcc3TollCallinNum Specifies the backup toll call number.
PCNAcc3ILNum
CSV File Format for Contacts

The following figure is an example of a comma-separated values (CSV) file that was
formatted in Microsoft Excel. You must create your own, company-specific CSV
file template.
Notes and Considerations

■ Before your import contact data in a CSV file, create a backup file of your
contacts data, if any, by exporting the data.
■ All exports (report, user, contacts) are exported in Unicode tab-delimited text
(UTF-16LE) format. All imports support CSV (for English data only) and
Unicode tab delimited text (for non-English data and mixed language data.)
appear exactly as specified under Contact-Information Fields below.
■ Some contact information is required, as specified under Contact-Information
Fields below. Thus, you must include all column headings for required fields.
You need not include column headings for optional fields for which you do not
provide contact information.
■ To ensure that your CSV file contains all required column headings, in their
proper format, WebEx strongly recommends that you create a CSV file
template.
■ The contact-information fields in a CSV file are not case-sensitive. Thus, you can
type values in either uppercase or lowercase letters, or a combination of both.
However, the values that appear in the contact's information on your site-such
as the contact's name-will appear as you type them in the CSV file.
■ Refer to Contact-Information Fields below for the correct format for contact
information.
■ Once you finish specifying contact information, ensure that you save the
213
spreadsheet file as a CSV file.

■ When uploading a CSV file, Site Administration displays a table containing the
information that you specified in the file. Please review all information carefully,
and verify its accuracy before you confirm that you want to upload the file.
■ If you specify any information for a contact incorrectly, Site Administration
cannot create that contact. In this case, Site Administration generates a list of
records for the contacts that it was unable to create, including the cause for each
error. You can download a file containing these records to your computer for
reference or to correct the errors directly in that file.
upload the file to create the remaining contacts.
for one or more contacts, you can edit contacts individually using Site
Administration. Or, you can contact your WebEx account manager for
assistance.
Creating a CSV File Template

1 If no contacts currently exist on your site, manually add a least one contact to
your site.
3 On the Company Address Book page, click Export.
4 Open the file containing the data that you exported in a spreadsheet program,
such as Excel.
5 If you want to only add new contacts, delete any contact data that the exported
file contains. Deleting this data does not affect any contacts when you upload the
CSV file to Site Administration.
214
Contact-Information Fields
Use this option... To...
UUID Indicates an identification number that Site Administration

automatically generates for the contact.
Important
■ If you are adding a new contact, do not provide any information
in this column. Site Administration generates this number once
you upload the CSV file. Site Administration requires this field to
be empty to create a new contact.
■ If you are editing an existing contact, do not modify this number.
If you modify the number for an existing contact, Site
Administration creates a new contact, using the data in that row.
However, if required contact data—such as an email address—
already exists for a contact on your site, Site Administration
cannot create the new contact.
DUID Indicates an identification number that Site Administration
automatically generates for Distributor Members.
Name Required. Specifies the contact's first and last name.
Email Required. Specifies the contact's email address.
Company Optional. Specifies the organization for which the contact works.
JobTitle Optional. Specifies the contact's job title or position in an
organization.
URL Optional. Specifies the Web page address for the contact or his or
her organization.
OffCntry Optional. Specifies the number that you must dial to call a contact
numbers.
OffLocal Optional. Specifies the contact's phone number. This field must
contain only numbers. Do not include punctuation, such as dashes
or periods.
CellCntry Optional. Specifies the number that you must dial to call a contact
numbers.
CellLocal Optional. Specifies the contact's mobile phone number. This field
must contain only numbers. Do not include punctuation, such as
dashes or periods.
FaxCntry Optional. Specifies the number that you must dial to call a fax
machine that resides in another country. This field must contain
only numbers.
FaxLocal Optional. Specifies the contact's fax number. This field must
contain only numbers. Do not include punctuation, such as dashes
or periods.
Address1 Optional. Specifies the contact's mailing address.
Address2 Optional. Specifies additional information about the contact's
mailing address, if necessary.
City Optional. Specifies the city in which the contact resides.
215
State/Province Optional. Specifies the state or province in which the contact

resides.
Zip/Postal Optional. Specifies the ZIP or postal code for the contact's mailing
address.
Country Optional. Specifies the country in which the contact resides.
Time Zone Specifies the time zone in which the contact resides.
Language Specifies the language the contact uses.
Locale Specifies the locale of the language the contact uses.
UserName Optional. If this contact has an account for your WebEx service,
you can include the contact's user name in this field. User names
■ Cannot include spaces or punctuation marks, except
underscores, hyphens, and periods
Notes Optional. Specifies any additional information about the contact.
CSV File Format for Tracking Code Values

The following figure is an example of a comma-separated values (CSV) file that was
formatted in Microsoft Excel. You must create your own, company-specific CSV
file template.
Notes and Considerations

appear exactly as specified under Code-Value Information Fields below.
■ Some tracking code information is required, as specified under Code-Value
Information Fields below. However, must include all column headings,
regardless of whether their information is optional, and format them exactly as
specified.
■ The code-value information fields in a CSV file are not case-sensitive. Thus, you
can type values in either upper- or lowercase letters, or a combination of both.
However, the values that appear in the list of values for a tracking code on your
site will appear as you type them in the CSV file.
■ Once you finish specifying code values, ensure that you save the spreadsheet file
as a CSV file, which as a .csv extension.
■ When uploading a CSV file, Site Administration displays a table containing the
information that you specified in the file. Please review all information carefully,
and verify its accuracy before you confirm that you want to upload the file.
■ If you specify any code values incorrectly, Site Administration cannot add those
216
values to the list. In this case, Site Administration generates a list of records for
the values that it was unable to add, including the cause for each error. You can
download a file containing these records to your computer for reference or to
correct the errors directly in that file.
upload the file to create the remaining code values.
for one or more code values, you can edit values individually on the Tracking
Codes List page. Or, you can contact your WebEx account manager for
assistance.
Code-Value Information Fields
Index Optional. Specifies the database ID of the tracking code value. An

Index value must be a unique number from 1-500, inclusive. To
prevent errors that duplicate index numbers can cause, you can
leave this column blank. If the Index column does not contain values,
Site Administration inserts the code values sequentially on the
Tracking Codes List page.
Active Optional. Specifies the status of the tracking code value. A value
must be Yes or No. If you leave this value blank, the status
automatically defaults to Yes.
Code Required. Specifies the value of the tracking code. A value can be up
to 128 characters, and include letters, numbers, and special
characters.
Time Zones
Time zones are displayed in an easy to read format. The menu items display
differently depending on whether or not the time zones are in DST (Daylight
Savings Time). The time zone menu format uses this format:
Location (<Time zone name> <DST label> “Time”, <GMT offset>)
An example of the time zone format as it displays is:
San Francisco (Pacific Standard Time), GMT-08:00
217
218
Index
A Batch Import/Export Users 46
branding
Access Anywhere of Personal Meeting Room 20
ending a user’s session 138, 150 branding support forms
processing setup requests 131, 148 creating new branding style 88
removing remote computer from user’s ac-
count 151 C
report, viewing 181
requiring approval to set up 148 certificates 118
viewing list of remote computers setup on site
Cisco IP phone 19
149 Cisco Unified MeetingPlace 36, 47
access code company address book
changing for Remote Access computer 139 adding contacts from Microsoft Outlook or Ex-
changing for Remote Access group 138 change 50
modifying for computer 139 adding contacts one at a time 37
access code, setting for Remote Access comput- adding contacts, overview 50
ers 138 adding multiple contacts simultaneously 51
accounts, user. See user accounts deleting contacts 52
activating editing contacts 52
custom session type 127 computers
adding managing for Remote Access 141
custom session type 122 setting up access codes for Remote Access
multiple user accounts simultaneously 47 138
user accounts, overview 30 setting up phone authentication for Remote
alert, inactivity 93 Access 138
alternate host, allowing users to choose 19 configuring
attendee eCommerce WebACD personal queue 170
overview 96 WebACD queues 156
attendee eCommerce for Training Center contacts
setting up Credit Card page 105 adding to company address book 37, 50, 51
setting up sales confirmation 106 adding to company address book, overview 50
Attendee/Enrollee/Viewer report deleting from company address book 52
creating custom 189 editing in company address book 52
deleting 193 creating
downloading 192 new branding style for support forms 88
editing 193 WebACD leave message form 171
saving 192 WebACD queues 154
audio options CSV file
specifying default for site 15 importing contact information 51
specifying for all users simultaneously 38 importing edited user accounts 48
specifying for individual user accounts 35 importing new user accounts 47
importing tracking codes 53
B customizing
Enterprise Edition navigation bar 8
Batch Import User page, description of options 46 My WebEx navigation bar 8
219
session types 122 reassigning to different hosts 21, 61
D G
deactivating groups
custom session type 127 for Remote Access, changing name or descrip-
user accounts 37 tion 142
default managing for Remote Access 141
audio options for site, specifying 15
email options for Training Center 105 I
deleting
contact information 52
Import/Export Users 46
custom session type 127
inactivity alert 93
Event Center report 193
Info tab, creating templates 5
Remote Access computer or group 143
installing
user accounts 37
Remote Access Agent 133
digital certificates 118
Remote Access Agent, default installation val-
downloads for productivity tools, displaying to users
ues 131
18, 19
Remote Access Agent, overview 130
Remote Access Agent, system requirements
E 131
Integration to Outlook installer, displaying to users
Edit User List page, description of options 35 18, 19
editing IP address range, setting for Remote Access 138
contact information 52
Event Center reports using Report Builder 193 L
multiple user accounts simultaneously 48
personal queue in WebACD 169
list format for WebEx site, specifying 4
WebACD leave message form 171
WebACD queues 154
email messages M
sending to all users simultaneously 41
templates, overview 108 managing
templates, reverting to defaults 109 Remote Access, overview 130
email options, specifying for Training Center 105 MeetingPlace 36, 47
email templates meetings
overview 108 allowing sales managers to monitor silently 80
reverting to default 109 customizing options 122
ending user’s Access Anywhere session 138, 150 viewing usage reports 179, 180, 181
Enrollment form, customizing for Event Center 12, monitoring meetings, enabling for sales managers
62 80
Enterprise Edition My WebEx
navigation bar, customizing 8 navigation bar, customizing 8
specifying default service 2 storage capacity, receiving warning when ex-
Event Center ceeded 20
customizing Enrollment form 12, 62
Event report N
creating custom with Report Builder 189
deleting 193
navigation bar
downloading 192
for Enterprise Edition, customizing 8
editing 193
for My WebEx, customizing 8
saving 192
events
220
O changing access code or phone authentication
for group 138
One-Click Meetings installer, displaying to users 18, changing description or alias for remote comput-
19 er 139
changing name or description of group 142
deleting computers or groups 143
P managing computers and computer groups 141
managing, overview 130
passwords rearranging computers or groups 142
requests, processing 40 setting access code for computers 138
strict, specifying criteria 115 setting default installation values 131
Personal Meeting Room setting default view and color settings 144
allowing users to customize header area 20 setting up computer for, overview 130
personal queue in WebACD 169 setting up phone authentication for remote com-
phone authentication puters 138
changing for Remote Access computer 139 specifying IP address range for computers 138
changing for Remote Access group 138 using registry key, silent installation 136
modifying for computer 139 Remote Access Agent
phone authentication for Remote Access computers, installing 133
setting up 138 installing, overview 130
PKI 118 installing, system requirements 131
Pre-Session form for Remote Support, customizing Remote Access group
85, 87 assigning to support representatives 142
privileges for user accounts changing access code or phone authentication
overview 38 138
specifying for all simultaneously 40 deleting 143
processing rearranging 142
password requests for users 40 remote computer, for Access Anywhere
service requests for users 41 removing from user’s account 151
setup requests for Access Anywhere 131, 148 viewing list of that users set up for Access Any-
signup requests for user accounts 32 where 149
product definitions, adding or editing for Sales Cen- remote computer, for Remote Access
ter 78 changing access code or phone authentication
productivity tools, displaying to users 18, 19 options 139
Program report changing description or alias 139
creating custom 189 deleting 143
deleting 193 rearranging under groups 142
downloading 192 setting up 130
editing 193 Remote Support
saving 192 customizing instructions for joining session 93
prospect portals, allowing sales team to add to Sales customizing Pre-Session form 85, 87
Center site 79 customizing support session forms 85
inactivity alert 93
R specifying default display options for sharing ap-
plications and desktops 91
registry key Report Builder for Event Center
using for Remote Access, using for silent instal- creating custom reports 189
lation, about 136 deleting reports 193
Remote Access downloading reports 192
assigning computers and groups to support rep- editing reports using 193
resentatives 142 opening 189
changing access code or phone authentication saving reports created with 192
for computer 139 reports
creating custom for Event Center 189
221
deleting for Event Center 193 system requirements
downloading for Event Center 192 Remote Access Agent 131
editing for Event Center 193
opening Event Center Report Builder 189 T
saving custom for Event Center 192
viewing Access Anywhere 181
templates
viewing general usage 179, 180, 181
for email messages, overview 108
for email messages, reverting to defaults 109
S for Info tab 5
time zone, default for WebEx site, specifying 4
Sales Center tracking codes
adding or editing product definitions 78 importing from file 53
allowing sales managers to monitor meetings 80 overview 42
allowing sales team members to add prospect specifying 42
portals 79 Training Center
sales confirmation message for attendee eCom- attendee eCommerce, setting up Credit Card
merce, setting up 106 page 105
security options attendee eCommerce, setting up sales confir-
specifying 112 mation 106
service requests managing attendee eCommerce, overview 96
processing 41 specifying email options 105
specifying options 17 Training Center Usage Report summary page, de-
session types scription of options 187
activating and deactivating custom for site 127
creating custom for site 122 U
editing custom for site 127
managing, overview 122
usage report, viewing 179, 180, 181
setup requests
user accounts
for Access Anywhere, processing 131, 148
adding multiple simultaneously 47
for user accounts, processing 32
adding, overview 30
signup requests
deactivating 37
processing 32
editing multiple simultaneously 48
site preferences
signup requests, processing 32
default service and page for WebEx site 2
specifying privileges 40
default time zone 4
specifying privileges, overview 38
email options for Training Center 105
users
Enterprise Edition navigation bar 8
creating accounts 30, 47
Info tab templates 5
deactivating accounts 37
list format for pages on WebEx site 4
editing accounts 48
My WebEx navigation bar 8
sending email message to all 41
service request options 17
specifying privileges 38, 40
storage, on WebEx site, receiving warning when ex-
ceeded 20
strict passwords, specifying 115 V
Support Center
customizing instructions for joining Remote Sup- voice-conferencing options
port session 93 specifying default for site 15
customizing session forms for Remote Access specifying for all user accounts simultaneously
85 38
setting software sharing display options for Re- specifying for individual user account 35
mote Support 91
support forms
branding 88
222
W
WebACD entry form

adding fields 161
WebACD leave message form
adding fields 173
assigning to queue 177
creating 171
editing 171
overview 172
rearranging fields 175
WebACD queues
adding fields to entry form 161
adding link to Web page 162
adding users 158
configuration options 156
configuration options for personal queues 170
Configuration tab 156
Configuration tab personal queue 170
creating 154
editing 154
editing personal queue 169
entry form fields and rules 164, 166
entry form overview 159, 161
Entry Form tab 159, 161
entry link overview 162
fields on entry forms 159
options for rules 163
overview 154
personal queue overview 169
rearranging fields on entry forms 161
removing users 158
rules for allocating requests 166
rules for routing requests 164
Rules tab options 163
Users tab 158
WebEx AIM Pro installer, displaying to users 18, 19
WebEx site
activating and deactivating custom session
types 127
creating custom session types 122
customizing email templates 108
editing custom session types 127
security options 112
service requests, processing 41
specifying general list format 4
223
224

WX Siteadmin WBS27 SP10 PDF

Încărcat de

Informații document

Titlu original

Drepturi de autor

Formate disponibile

Partajați acest document

Partajați sau inserați document

Opțiuni de partajare

Vi se pare util acest document?

Este necorespunzător acest conținut?

Drepturi de autor:

Formate disponibile

WX Siteadmin WBS27 SP10 PDF

Încărcat de

Drepturi de autor:

Formate disponibile

Site Administration

Document version: 7/22/09

Changing what users see . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Specifying a default service and page for your site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Changing the default page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Specifying a default time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Specifying the number of items in lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Setting the default meeting scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Changing the meeting information window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Changing the WebEx navigation links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Managing scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Changing the session end (landing) pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Hiding WebEx promotional content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Customizing the Event Center enrollment form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Changing what users can do . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Setting default teleconference options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Allowing users to add session information to calendars . . . . . . . . . . . . . . . . . . . . . . . 16

Allowing users to request additional services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Allowing users to download the productivity tools . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Allowing users to download WebEx Connect or AIM Pro . . . . . . . . . . . . . . . . . . . . . . 18

Allowing users use text messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Allowing users to use Cisco IP phone integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Allowing users to schedule meetings for other users . . . . . . . . . . . . . . . . . . . . . . . . . 19

Allowing users to personalize their Personal Meeting Rooms . . . . . . . . . . . . . . . . . 20

Changing site management options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Receiving a warning when site storage capacity is exceeded . . . . . . . . . . . . . . . . . 20

Transferring event host responsibilities to another person. . . . . . . . . . . . . . . . . . . . 21

Configuring Site Settings for Productivity Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Productivity Tool Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 2 Managing Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

About user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Allowing users to request accounts from the site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Processing signup requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Adding new user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Selecting Queues for WebACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Edit User List Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

About editing user accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Editing single user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Adding a single contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Activating and deactivating user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Setting user account privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Setting privileges for individual accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Setting privileges for all user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Processing password requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Processing service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

About using tracking codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Specifying tracking codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Chapter 3 Importing and Exporting Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Batch Import/Export Users Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Importing accounts for Cisco Unified MeetingPlace users . . . . . . . . . . . . . . . . . . . . . . 47

Adding multiple user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Editing multiple user accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Adding contacts to the company address book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Importing contacts from Microsoft Outlook or Exchange. . . . . . . . . . . . . . . . . . . . . . 50

Importing contacts from a CSV file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Editing contact information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Deleting contact information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Using distribution lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Importing tracking code values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Chapter 4 Managing Event Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Updating Event Center Site Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Managing Event Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

About managing Event Center scheduling templates . . . . . . . . . . . . . . . . . . . . . . . . . 59